Customer Success Advocate for Enterprise Clients

2 tygodni temu


Lódz, Polska SmartBear Pełny etat

At SmartBear, we deliver the complete visibility developers need to make each release better than the last.

Our award-winning and industry favorite tools TestComplete, Swagger, ReadyAPI, and Zephyr are trusted by over 16 million developers, testers, and software engineers at 32,000+ organizations – including world-renowned innovators like Adobe, JetBlue, FedEx, and Microsoft.

We're looking for a skilled Customer Success Engineer to join our team. As a key member of our Customer Success Engineering team, you will engage with customers, colleagues, and the developer community-at-large with a technical focus to educate and facilitate technical & end-user adoption for assigned SmartBear products and platforms.

The Opportunity:
  • Assist our customers with their initiatives, and advocate for value realization amongst the SmartBear solutions
  • Work specific hours 12-9 PM CEST
Team Overview:

SmartBear Customer Success Engineering is committed to reaching beyond the boundaries of traditional support by intentionally growing mutually beneficial partnerships with our clients.

We do this through active engagement along the customer success journey to better understand their unique projects and partner with them to enable technical success with SmartBear technology.

The Customer Success Engineer (CSE) is tasked with providing technical expertise, training, and guidance to our clients.

They work in tandem with our Customer Success Managers (CSMs) to provide a path toward both a successful subscription renewal and an expanded SmartBear technology footprint.

The Requirements:
  • You care deeply about customers and their success
  • You are articulate, inquisitive, collaborative, curious and analytical
  • You are a self-motivated, operations-minded professional who is highly organized
  • You love learning how technology works and are solution-oriented
  • You look for opportunities to streamline processes and strive for efficiency

In this role, you will become an expert in API Lifecycle, Observability, Performance Testing, Test Management, or UI Testing workflows.

You will serve as a product subject matter expert and thought leader for your assigned products and solutions.

Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development

Serve as the voice of the customer, to analyze, interpret and report the 'root causes' impacting customer satisfaction.

Partner with Product Support, Product Management & Sales Engineering teams to assist customers with questions and issues that may arise, with a positive, customer-centric attitude.

Be curious to stay ahead of the curve on cutting-edge Smartbear technologies and map Smartbear products to customer technical needs.

Work in partnership with CSM and sales teams to ensure strong handoffs and cross-functional experiences.

Continually identify opportunities and develop/implement solutions to enhance the customer experience.

Excellent written and verbal communication skills, including presentations and conducting 1:1 and one-to-many training sessions.

Fluency in English is required; additional language skills are a plus.

The Ideal Candidate Brings:
  • Bachelor of Science degree in Computer Science or equivalent
  • Minimum of four (4) years of customer interaction and technical implementation experience
  • Experience in developing in one or more of the following categories of development languages: Javascript, Java, Swift, Kotlin, Objective-C
  • Confident, high energy, self-motivated, and a true team player
  • Strong technical aptitude and a drive to understand technology deeply
  • Demonstrated ability and desire to work and excel in a fast-paced environment

Estimated salary: $120,000 - $150,000 per year, depending on location and experience.


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