Customer Success Engineer

We are seeking a proactive and technically skilled Customer Success Engineer to join our team.In this role, you will play a crucial part in ensuring our customers achieve success with our video security AI solutions. You will bridge the gap between our technical and customer-facing teams, helping clients optimize their use of our products by understanding their missions and ensuring they derive maximum value and results.**Key Responsibilities**Customer Onboarding- Facilitate the onboarding process by assisting clients with the installation, integration, and configuration of our video security AI solutions.- Develop customized onboarding plans tailored to the unique needs and technical environments of each customer.- Ensure a seamless and efficient transition for customers by providing clear timelines, milestones, and check-ins during the onboarding process.- Provide expert-level technical assistance to customers, addressing issues related to hardware, software, and network configurations.- Troubleshoot complex technical problems, escalating when necessary, and collaborating with internal teams to ensure timely resolutions.- Maintain a knowledge base of common issues and solutions to improve support efficiency and empower customers with self-service tools.**Customer Training**- Conduct in-depth training sessions (virtual or on-site) to educate customers on leveraging product features to meet their specific needs.- Create user-friendly documentation, video tutorials, and step-by-step guides to enhance customer understanding and adoption of the product.- Develop customized training programs for customers with advanced use cases or specialized requirements.**Integration Assistance**- Work closely with customers to ensure smooth integration of our video security AI solutions with their existing systems, including APIs, hardware, software, and third-party platforms.- Assist with configuring AI analytics, ensuring compatibility with various video management systems (VMS) and IoT ecosystems.- Provide technical guidance on best practices for system architecture, scalability, and security during integration.**Proactive Engagement**- Regularly monitor customer accounts and usage patterns to identify potential issues, bottlenecks, or opportunities for optimization.- Conduct periodic health checks and provide recommendations for improving system performance and maximizing ROI.- Build long-term relationships with customers by acting as a trusted advisor, ensuring they achieve their goals with the product.**Feedback Loop**- Act as the voice of the customer within the organization by collecting feedback through direct interactions, surveys, and usage data.- Collaborate with product and engineering teams to prioritize customer-driven improvements and influence the development of new features.- Communicate updates on product enhancements and roadmap changes to customers, reinforcing a culture of transparency and collaboration.**Sales Support**- Partner with the sales team to deliver compelling technical presentations, live product demonstrations, and tailored proof-of-concept (PoC) solutions.- Collaborate on pre-sales engagements to understand customer needs and provide technical input that aligns with their business objectives.- Prepare detailed technical proposals, including architecture diagrams, system designs, and project documentation, to support bids and responses to RFPs.**Customer Advocacy and Success**- Serve as a dedicated advocate for customer success, ensuring their long-term satisfaction and loyalty.- Track key performance indicators (KPIs), such as system uptime, issue resolution time, and customer satisfaction scores, to measure success and identify areas for improvement.- Share customer success stories and case studies with internal teams and stakeholders to highlight the value of the product and foster continuous improvement.**Industry Awareness and Expertise**- Stay updated on advancements in AI, video security, and related industries to provide customers with cutting-edge insights and recommendations.- Participate in industry events, webinars, and forums to represent the company and deepen expertise in emerging trends and technologies.**Required Skills and Qualifications**- Bachelor's degree in Computer Science, Engineering, or a related field, or equivalent experience.- Strong understanding of video security systems, AI technologies, and related integrations.- Experience with APIs, SDKs, and system integration processes.- Excellent problem-solving skills with a customer-first mindset.- Strong communication and interpersonal skills to effectively interact with both technical and non-technical audiences.- Ability to manage multiple customers and projects simultaneously.- Fluency in both English and Spanish is required.**Preferred Qualifications**- Hands-on experience with video surveillance platforms, AI/ML technologies, or cloud-based solutions.-