Customer Experience Engineer

Cloudrise; United States; Remote; USD 70,000 - 160,000; Full time

Job summary

Cloudrise seeks a passionate Customer Experience Engineer to ensure exceptional service and satisfaction across customer engagements. In this role, you'll collaborate cross-functionally with Sales and Service Delivery teams, leveraging your analytical skills and customer experience background to uphold our commitment to service excellence.

Benefits

Medical, Dental, Vision, Life Insurance

Short-term disability, FSA, HSA plans

Qualifications

• 2+ years of experience in sales engineering, technical sales, or customer experience management.
• Proven track record in customer experience interactions.
• Excellent documentation and interpersonal skills.

Responsibilities

• Provide Sales and service delivery support throughout the Cloudrise pursuit workflow.
• Collaborate with teams to maximize customer experience and service quality.
• Develop and deliver internal service delivery training.

Skills

Analytical skills

Problem-solving skills

Communication skills

Education

Bachelor's degree in business administration, marketing, or related field

Tools

Salesforce

BigTime Solutions

Job description

Cloudrise, an Exclusive Networks Company, is a security services provider focused on Security Access Service Edge (SASE), Data Security Posture Management (DSPM), and Cloud Security technologies. We strive to be the service provider of choice for both our channel and vendor partners, working as an extension of their teams, tailoring our scalable service model to security needs across the entire data lifecycle.

We build, deploy, optimize, and manage data security programs on market-leading platforms. With centers of excellence in the US, UK, and Colombia, our experience spans industries, geographies, and organizational sizes, demonstrating the success of our innovative and proven security talent acquisition and retention solution.

Now part of Exclusive Networks, a global leader in cybersecurity that provides partners and end-customers with a wide range of services and product portfolios via proven routes to market. With offices in over 45 countries and the ability to serve customers in over 170 countries, Exclusive Networks combines a local perspective with the scale and delivery of a single global organization. Our collective best-in-class vendor portfolio is carefully curated with all leading industry players.

Cloudrise partners with some of the fastest-growing cybersecurity vendors, including Netskope, Palo Alto Networks, Fortinet, BigID, and Cyera, and supports over 100 value-added resellers and system integrators.

Driven by a leadership culture focused on innovation, service excellence, and the development of our people, Cloudrise continues to operate under its established brand. We seek passionate professionals who thrive on delivering exceptional results and making a meaningful impact in the cybersecurity space.

DUTIES AND RESPONSIBILITIES | About the role

Our mission is to provide a level of service unattainable from any other resource on the planet. We aim to be the first-choice provider of security services for enterprises and industry-leading partners and product manufacturers. With centers of excellence in Colorado and London and a global footprint, our decades securing organizations’ data spans multiple industries, geographies, and organizational sizes. The Customer Experience Engineer is a critical role in this mission.

The Customer Experience Engineer (CXE) is responsible for providing Sales and service delivery support throughout the Cloudrise pursuit workflow. The CXE collaborates with Business Operations to establish and improve GTM templates, partner and customer facing deliverables and sales team training.The CXE collaborates with Service Delivery to maximize the customer experience through service quality and training, Quarterly Business Review (QBR) and Subscription Renewal activities. This role plays a pivotal part in ensuring that our clients receive exceptional service and value throughout their engagement with our firm. This role also plays a key part in driving customer satisfaction and loyalty using digital tools and data-driven insights.

As a CXE, you will:

• Collaborate cross-functionally with the Sales, Business Operations and Service Delivery teams to ensure that customer experience is integrated into all aspects of our business.

Accountability

• Utilize Salesforce and BigTime solutions to maximize internal customer support.

• Review, develop and monitor active sales pursuits with Sales and Service Delivery support.

• Manage Sales Quotes, author and deliver proposals and SOWs with Sales and Service Delivery support.

• Collect and review customer satisfaction metrics to identify areas for improvement.

• Review, monitor and improve customer satisfaction metrics.

• Develop and deliver internal and partner service delivery training regarding products, services and professional development.

• With our Business Operations team, grow and develop the Cloudrise University and internship program

Culture

• Drive a culture of customer-centricity throughout the organization.

• Develop and implement personalized customer experiences.

• Develop and implement customer service training programs.

• Be a stakeholder for optimizing customer service processes and workflows.

• Be stakeholder in resolving customer complaints and issues in a timely and effective manner.

This list of duties and responsibilities is not intended to be all-inclusive and may be expanded to include other duties or responsibilities that management may deem necessary from time to time.

QUALIFICATIONS AND EXPERIENCE | About you

• Bachelor's degree in business administration, marketing, or a related field or commensurate experience in Customer Experience or Client Services.

• Minimum of 2 years of experience in sales engineering, technical sales, service delivery, customer experience management or related field.

• Proven track record of successful customer experience interactions.

• Strong analytical and problem-solving skills.

• Excellent documentation, communication and interpersonal skills. Able and willing teach and train.

WHY WORK FOR US

We’re a team of creative problem-solvers, passionate about transforming complex, data-centric challenges into elegant, impactful solutions. Our people think big, act boldly, and bring deep expertise to every project. We don’t settle for the status quo—we challenge assumptions, push boundaries, and take pride in improving every customer’s data ecosystem. If you’re driven by curiosity, energized by innovation, and confident in your craft, you’ll thrive here. Visit our website www.cloudrise.com.

We are proud to be an Equal Opportunity Employer. We are committed to the recruitment and hiring of individuals from diverse backgrounds and experiences, as we believe this strengthens our ability to develop superior solutions, make informed decisions, and better serve our valued customers. We do not discriminate against individuals on the basis of race, religion, color, national origin, gender, sexual orientation, disability status, or any similar characteristic. Employment decisions are made solely on the basis of qualifications, merit, and business need.

Our benefits include:

• Medical, Dental, Vision, Life Insurance, Short term disability, FSA, HSA plans

WORKING CONDITIONS

• Travel may be required

To apply, please send your resume and a cover letter to [e-mail]

Seniority level

• Seniority level

  Entry level

Employment type

• Employment type

  Full-time

• Industries

  Professional Services

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