Client Success Engineer

About the job

Key Responsibilities • Customer Project Management • Ensure all required information is available to successfully execute customer orders within defined timelines. • Conduct and complete the discovery phase for customer requirements. • Coordinate with customers and internal teams to ensure timely project completion. • Create detailed project plans and provide regular status updates to customers. Customer Service & Support • Handle customer calls (as required) and resolve escalated cases from customers and First Level Support teams. • Ensure timely and effective resolution of customer issues within defined service levels. • Log all activities and updates in the customer account/case management system. • Ensure services provided are appropriately billed. • Document issues and solutions by creating Knowledge Base articles for future reference. • Develop and modify reports using Crystal Reports. Training & Enablement • Plan, prepare, and deliver customer training sessions (remote or onsite). • Help customers understand and effectively use the Windowmaker system through demos and trials. • Create presentations, guides, and videos for complex features and processes. • Train First Level Support teams to enhance service efficiency. Management Reporting • Prepare and submit daily/weekly performance and project reports to management. Data Projects • Analyze requirements and create detailed project specifications. • Perform data setup based on defined specifications. • Conduct code/release testing and ensure quality assurance standards. • Maintain compliance with internal and industry standards. Qualifications & Experience • Engineering graduate (preferred in Computer Science / IT or related field). • 3-7 years of experience in customer support or software service roles. Required Skills • Strong analytical, problem-solving, and troubleshooting abilities. • Good research and analysis skills. • Excellent communication and interpersonal skills. • Ability to work independently with minimal supervision. • Customer-focused mindset with a proactive approach.