Description
COMPANY OVERVIEW:
M-Files is making waves in the large and growing market for Intelligent Information Management Solutions. M-Files has achieved tremendous year-over-year growth and is recognized a leader by Gartner and Forrester. M-Files is a global company with 500+ employees, 8,000+ customers with offices worldwide.
M-Files' Enterprise Intelligent Management Information Solutions transform how businesses manage, secure and share information with a unique metadata-powered approach that organizes and processes content based on what it is, rather than where it resides. Thousands of businesses in over 100 countries use M-Files on-premise, in the cloud or in hybrid environments.
SUMMARY:
The Customer Success Engineer (CSE) will act as a trusted solution advisor to both our internal and external customers. In this role, you will work closely with Customer Success Managers to help resolve customer escalations and adoption barriers, acting as a liaison between the Customer's technical team and our support, services, and product teams where warranted. You may be requested to assist Customers in other regions.
This role also provides technical consultancy to customers intending to keep customers satisfied with their M-Files solution.
The driving result of the CSE activities is to increase customer satisfaction, value realization, retention, and expansion of the M-Files footprint within the Customer's organization.
RESPONSIBILITIES: 

• Work collaboratively with CSM's to assist with adoption for new customers.
• Work directly with customers to audit solutions and provide technical advice where customers could achieve more value from their M-Files solution.
• Serve as a customer advocate in influencing product roadmap and improvements.
• The CSE will work to educate customers on the flexibility and capabilities of M-Files, influencing future lifetime value through higher product usage and adoption of core features.
• Act as the voice of the customer and collect feedback to drive continuous process and product improvement.
• Serve as an internal technical liaison between the product team and the Customer Success organization.
• Conduct technical customer health audits to identify renewal risks and collaborate with M-Files teams to remediate issues, and ensure a successful renewal.
• Conduct escalation retrospectives/post mortems, documenting lessons learned to improve our processes and mitigate future customer escalations.

Requirements
KEY COMPETENCIES:

• Positive 'can do' attitude to overcome adversity, being ready, available, and willing to get the job done and done well on behalf of the customer.
• Proven track record of managing customer escalations, balancing customer expectations and, negotiating successful resolutions.
• Ability to build M-Files solutions and advise customers to use those solutions.
• Proven expertise in building business processes.
• Ability to understand customer's needs and the way they would benefit from M-Files products and services.
• Strong project and change management skills. Experience in leading people and projects.
• Excellent communication skills, verbal and written. Experience in working directly with customers, navigating and driving customer engagements to completion, while sometimes triaging issues and providing crisis management, with a strong ability to set and manage customer's expectations.

Benefits
Why M-Files?
We are a global company with Finnish roots and with our own product that we are greatly proud off!
By joining M-Files, you will get the opportunity to contribute to our success and growth, while developing your own expertise. Our team is fun, and our solutions are changing the market!
Our guiding principles of "Make it happen", "Help others", and "Love customers" are highlighted through our daily actions as a team. Transparent communication and outstanding team spirit were listed as our strengths in our M-Filer Experience survey last fall.
What We Offer:

• Inclusive and dynamic culture (virtual and in-person)
• International team of top performers
• Flexible work/life balance
• Remote working environment (possible)
• Career growth opportunities
• Competitive compensation and benefits package (PTO, 401K, Health Insurance, etc.)