Role Overview:

Now, let's delve into the specifics of this critical role. As a Customer Success Engineer, you are responsible for your Customer Success and Adoption within a portion of the BU contributing to 50% of the ARR.  The primary responsibility is to help customers through increased product adoption, identifying expansion opportunities, and cultivating customer advocacy. You will establish customer-centric programs and processes, collaborating with stakeholders across ShareFile to consistently deliver value to our customers. Your role involves continually assessing, reporting, and acting on customer health to identify accounts at risk of churn as early as possible and to pinpoint accounts primed for expansion.

Strategy:

• Track Key Customer Adoption KPIs: Monitor and analyze key customer adoption metrics to drive strategy and improvements.
• Ownership of Customer Onboarding: Take charge of the customer onboarding process post-sales, focusing on First Active Use, Meaningful Use, and increased Total Active Use.
• Resolution Expertise: Demonstrate a deep understanding of complex customer needs and lead the resolution of their issues.

Execution:

• Conduct Webinars and Training: Develop and conduct webinars and create training content for customers at scale.
• High-Touch Customer Engagement: Monitor and identify high-touch customers on a one-on-one basis to ensure their success and adoption with ShareFile.
• Low-Touch Customer Engagement:  Digital first approach and engagement to ensure scale, while also setting our customers up for success and reducing churn.
• Expand account stickiness by ways of further feature adoption and use cases.
• Problem-Solving: Identify customer problems and propose or implement solutions using a customer-centric approach.

Continuous Improvement & Growth:

• System and Process Enhancements: Recommend system and process enhancements to address common customer issues effectively.
• Identify Expansion Opportunities: Identify expansion opportunities for our products within departments for comprehensive wall-to-wall adoption.
• Build Customer Advocacy: Foster and maintain relationships with customer advocates.
• Ensure Customer Adoption and Retention: Prioritize customer adoption and retention through strategic initiatives.