Customer Success Engineer
Why Join HYCU?
HYCU is the fastest-growing leader in the multi-cloud data protection as a service industry. By bringing true SaaS-based data backup and recovery to both on-premises and cloud-native environments, the company provides unparalleled data protection, migration, disaster recovery and ransomware protection to thousands of companies worldwide. As an award-winning and recognized visionary in the industry, HYCU solutions eliminate complexity, risk and the high cost of legacy- based solutions, providing data protection simplicity to make the world safer. With an industry- leading NPS score of 91, customers experience frictionless, cost-effective data protection, anywhere, everywhere. HYCU has raised $140M in VC funding to date and is based in Boston, Mass. Learn more at .
Overview
As a Customer Success Engineer (CSE), you will be responsible for protecting and growing our SaaS and enterprise cloud customers. You will help Public Cloud and Enterprise administrators dramatically simplify and streamline their entire data protection stack. Identifying solutions to make implementation smooth and efficient, as well as sharing best practices that ease adoption and increase the effectiveness of our platform, are all a part of a typical day for our CSEs.
The successful candidate enjoys helping customers overcome challenges and achieve their business outcomes. You must be able to think critically to solve difficult technical problems and provide solutions that may not be apparent. The CSE must possess a deep understanding of multi-clouds and data protection and be able to communicate clearly and effectively.
Location:
- Remote, Costa Rica
What You’ll Do:
- Be a customer advocate: foster trust, transparency, and confidence with customers
- Build coalition support (IT and business) with customers
- Demonstrate a clear, detailed understanding of the customer’s technology and business challenges and goals
- Value creator: Identify and articulate HYCU value through demonstrations of customer centricity and examples and help build case studies with these outcomes
- Consumption: Analyze what customers are using versus needs while driving greater consumption of HYCU solution and increase customer value
- Technical acumen: Apply customer needs, technical knowledge, product knowledge and deliver best technical value/architecture and successful deployments
- Leverage social, phone, digital, chat to effectively reach and engage customers
- Learning ability: Maintain technical skills and knowledge per market trends and collaborate with technical community
- Make sure customer needs are met with constant and close collaboration with product management, engineering, and account management teams
- Help drive product adoption, promote customer loyalty and on-time renewal
- Measure customer knowledge on cloud/data protection/SaaS and help deliver enablement through partners
- Meet and exceed target for GRR and net recurring revenue by creating opportunities with customers through trusted advisor/advocacy
- Be a Subject Matter Expert (SME) on HYCU products (enterprise and public cloud solutions)
- Focus on the following KPIs: ensuring the customer is leveraging the solution they invested in
What We’re Looking For:
- Bachelor’s Degree in Computer Science or Equivalent with 5+ years in technical architecture, consulting/engagement, implementation and design or technical support
- 4+ years of successful experience in SaaS/IT infrastructure/data protection in enterprise and public cloud, preferably with medium-large customers
- Public cloud certifications are a plus (Azure/AWS/GCP)
- Prior experience in solution architecture and/or solution design or strategic consulting
- In-depth knowledge of Hybrid Cloud environment with IaaS and SaaS environment knowledge of at least one or more public clouds
- Be customer obsessed and be the voice of customer through customer advocacy and work with internal teams to