Strategic Customer Success Engineer

Remote Jobs; City of Syracuse (NY); Sur place; USD 90 000 - 140 000; Plein temps

Avantages offerts par ce poste

401(k) eligibility

PTO

Résumé du poste

DUMAC Business Systems, Inc. is seeking a Customer Success Engineer to own post-implementation relationships for assigned accounts, guiding customers through ongoing operations and maximizing value from DUMAC solutions.

You will build strong executive relationships, conduct regular business reviews, and collaborate with sales, product, and support teams to ensure successful adoption, renewals, and expansion opportunities across diverse retail and enterprise customers.

Qualifications

• Bachelor's degree or equivalent in related field.
• 5+ years of experience in Customer Success or related roles.
• Excellent written, verbal, presentation, and interpersonal communication skills.
• Demonstrated ability to build trusted customer relationships and manage strategic accounts.
• Strong organizational and project management skills.
• Strong technical aptitude and ability to understand software, infrastructure, and integrated technology solutions.
• Proficiency in Microsoft Office programs including Outlook, Word, Excel, and PowerPoint.
• Experience utilizing CRM and customer management platforms.

Responsabilités

• Serve as the primary post-implementation customer relationship owner for assigned accounts.
• Support customers transitioning from the sales and implementation cycle into ongoing operations.
• Develop and maintain strong working relationships with customer stakeholders, operational leaders, and executive sponsors.
• Conduct regular customer meetings, business reviews, and strategic planning sessions.
• Assist customers with setting up, navigating, optimizing, and expanding utilization of DUMAC solutions and services.
• Promote the value of DUMAC products, software solutions, managed services, professional services, and strategic offerings.
• Monitor customer health, satisfaction, adoption metrics, and account activity.
• Create and maintain customer success plans that support customer business goals and technology roadmaps.
• Expand revenue potential through cross-selling and upselling of DUMAC products and services.
• Assist with customer retention initiatives, contract renewals, and account growth planning.
• Create and distribute training courses, educational materials, and customer enablement resources.
• Respond to complex technical and operational issues generated by enterprise and strategic customers.
• Coordinate customer escalations and resolution efforts with internal teams.
• Provide feedback regarding product performance, enhancement requests, and market trends.
• Maintain technical competency in DUMAC products and partner technologies.

Connaissances

Customer relationship management

Strategic account management

Project management

Communication skills

SaaS knowledge

Formation

Bachelor's degree or equivalent

Associate degree

Outils

CRM platforms

Microsoft Office (Outlook, Word, Excel, PowerPoint)

Description du poste

DUMAC Business Systems, Inc. is seeking a Customer Success Engineer to own post-implementation relationships for assigned accounts, guiding customers through ongoing operations and maximizing value from DUMAC solutions.

You will build strong executive relationships, conduct regular business reviews, and collaborate with sales, product, and support teams to ensure successful adoption, renewals, and expansion opportunities across diverse retail and enterprise customers.