OPPORTUNITY 

We are looking for Customer Success Engineers (“CSE”) to join our London and New York offices. The CSE is a newly created role, and part of the global Client Engagement team.  The Client Engagement team exists to ensure that the delivery of Xceptor’s products and services add maximum value to clients and support a growing relationship. 

 The core responsibility for this role is to be a trusted technical advisor within the team that can help translate client needs into solutions that Xceptor can provide. You will work closely alongside Client Engagement Managers who hold responsibility for managing the relationship with clients. You will become an expert in the Xceptor product and use cases, and will provide advice to both clients and Client Engagement Managers alike. You will be naturally customer centric and adept at building long term relationships with customers. In addition, you will coordinate with the global Client Engagement team and other groups to identify collaboration opportunities, share best practices and help solve customer challenges. 

 Success of this role is defined by the customer deriving great value from Xceptor and renewing their licence subscription, and expanding their usage of the software. The ideal candidate will be passionate about learning and helping others by sharing their knowledge with a view to driving greater adoption of the Xceptor platform. 

 You will represent Xceptor when interacting with our major accounts and will need to be a highly effective communicator, with the ability to communicate technical concepts to non-technical audiences. 

ROLE & RESPONSIBILITIES 

We are looking to our Customer Success Engineers to evangelize adoption of Xceptor, achieving a high degree of customer satisfaction with the product. They will be a key contributor to building strong, long-term relationships with customers that drive revenue and references for the future success of our business. This role is a critical link between our sophisticated software product and customer happiness and requires the individual to: 

• Develop a trusted advisor relationship, driving continued value and customer satisfaction 

• Consult with customers on product features, functionality and best practices 
• Liaise between customers and our product team to provide feedback on new and existing features 
• Visit customer offices in-person, travelling to other offices where required  
• Raise client requirements with the right level of detail following best practice 
• Work with Client Engagement Managers to identify areas of improvement and new opportunities 

• Perform demonstrations of pre-existing configurations and new features 
• Organize and perform webinars covering new use cases and/or product functionality 
• Run and manage workshops to scope out customer requirements or review customer configurations 
• Scope out and execute targeted, agile engagements with customers to solve specific problems 
• Problem solve client challenges when they arise, troubleshooting issues that prevent client progress 

• Provide product and client insights to management and other teams 
• Perform both paid and non-paid client engagements as directed 
• Find resolutions with Support and Delivery teams when needed, taking on requests that require SME 
• Perform other duties as required by the Client Engagement Director 

 REQUIREMENTS 

• Problem solvers, critical thinkers, and top-notch communicators are primed for success in this role. 
• You love helping users and colleagues, especially if that’s by solving challenging data problems! You know how to listen closely to pain points and understand user feedback precisely. 
• Technical proficiency - basic familiarity with programming concepts, comfortable writing SQL queries, and solid experience building complex spreadsheets for transforming/visualizing data. 
• Passionate about digitisation and automation and helping clients transform their businesses. 

• Excellent technical communication skills. You'll be constantly writing, reading, and speaking to explain sometimes complex concepts - and you should be comfortable with both technical and non-technical audiences. 
• A strong desire to identify and deliver the best solution. 
• Adaptable with the ability to work on your own or as part of a team. 
• Have the capacity to take on concurrent assignments and a varied workload. 
• Experience in Financial Services and/or Fintech is a big plus.