Customer Success Engineer

Overview:
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**Responsibilities**:
**The Opportunity**

**Your Impact**

As **Customer Success Engineer - Sustain & Operations** your scope would consist of:

- Direct supervisor of a single team of Sustainment Engineers (SEs). Quarterback optimal end-user product experience, fielding technical problem/incident resolution in a timely manner for all sustain issues that may arise.
- Manages the transition of products from Hypercare to Production Support (Transition to Sustain). Reviews SLAs (e.g., uptime, system performance, defect resolution, nightly data pipeline completion, etc.) to confirm they align with business requirements.
- Handles incident response. Holds post-mortems to help SEs learn and grow.
- Properly report sustain status to business and program leadership in the required frequency. Reporting to include System Stability and Usage Statistics, as well as updates on the Change Request Backlog.
- Through your team, ensure all relevant SLAs are met, including but not limited to: uptime, system performance, defect resolution and nightly data pipeline completion.
- Act as the single point of contact for any and all sustain related items for Product & Market Leaderhip, building a strong working relationship.
- For future Product deployments, size / establish required sustain organization (adding team and resources to current sustain organization) and manage transition to sustain to properly support business during and after Hypercare
- Interface with Product, Service Design, IT, Data Engineering and Data Science regarding customer/end-user feedback to shape future product roadmap and help drive adoption.
- Own the Market Change Request backlog and work with Product Managers to review, approve, prioritize and schedule ongoing improvements
- Establish post-deployment adoption activities to closely monitor the technical health and performance of digital products
- Develop a trusted advisor relationship with Product Owners, Technical Program Managers, Software Reliability Engineering teams, and business stakeholders
- Identify and implement key incident prediction and prevention opportunities to drive faster mean-time-to-resolution
- Frequent communication with program leadership to sustain and shape product lifecycle, and requires to nimbly switch between strategic and tactical initiatives to achieve technical, and business goals
- Execute IT Service Management (ITSM) processes and interact with ServiceNow, Terraform, Octopus, AKS, Python, AppDynamics/Datadog/ELK Stack, Pager Duty or other AIOps toolsets.

Qualifications:
**¿Who Are We Looking For?**
- 8 years of work experience, or 3-5 years of experience as a Sustain Lead / Customer Success Manager, either in CPG industry or with a Top-Tier consulting firm
- Good understanding around Supply chain functions and O9 Solutions.
- The ideal Customer Success Manager will be highly quantitative, have great judgment, able to connect dots across workstreams, and efficiently work cross-functionally across teams to ensure software is meeting customer/end-user expectations
- The Customer Success Manager will take a pragmatic approach resolving software incidents, including the ability to triangulate root causes and work effectively with external and internal teams to meet objectives.
- Exceptional business relationship skills including the ability to communicate effectively both internally and externally. You can communicate complex technical data to a non-technical person in a concise, clear, and easily understood manner.
- A firm understanding of SRE (Software Reliability Engineering) and IT Service Management (ITSM) processes with a track record for monitoring and triaging software incidents. You recognize the difference between resolving incidents and providing a seamless customer/end-user experience.
- Experience in leading high-performing teams
- Deep hands-on technical expertise, excellent verbal and written communication skills
Sharp analytical abilities and proven process engineering skills

**What can you expect from