Senior Customer Success Engineer (Device42)

Organizations everywhere struggle under the crushing costs and complexities of “solutions” that promise to simplify their lives. To create a better experience for their customers and employees. To help them grow. Software is a choice that can make or break a business. Create better or worse experiences. Propel or throttle growth. Business software has become a blocker instead of ways to get work done. 

There’s another option. Freshworks. With a fresh vision for how the world works.

At Freshworks, we build uncomplicated service software that delivers exceptional customer and employee experiences. Our enterprise-grade solutions are powerful, yet easy to use, and quick to deliver results. Our people-first approach to AI eliminates friction, making employees more effective and organizations more productive. Over 72,000 companies, including Bridgestone, New Balance, Nucor, S&P Global, and Sony Music, trust Freshworks’ customer experience (CX) and employee experience (EX) software to fuel customer loyalty and service efficiency. And, over 4,500 Freshworks employees make this possible, all around the world. 

Fresh vision. Real impact. Come build it with us.

Device42 is the most comprehensive agentless discovery system for Hybrid IT available today. Device42 can continuously discover, map, and optimize infrastructure and applications across data centers and cloud, providing accurate views of your IT ecosystem. Customers in more than 60 countries use these capabilities as they manage and modernize IT infrastructures and application landscapes and adopt DevOps practices.

Device42 Customer Success Engineers enable our largest and most strategic customers to quickly realize business value through the implementation of our software. Our Customer Success Engineers combine technology expertise, process discipline, and passion for customer success to drive fast time to value for our customers.
 

What You’ll Do:

• Achieve fast time to value for our customers by helping our key customers through our Installation & Configuration (I&C) of their Device42 software
• Partner with our Customer Success Managers to drive customer success and business value recognition, including potential upsell and expansion opportunities
• Champion and advocate for the customer at every turn – escalating issues and working cross functionally to ensure the needs of the customer are met
• Establish strong working relationships with all clients, request regular feedback, and reinforce business value gained through product usage including presentations of current & upgraded features
• Manage ongoing call cadence with customers until I&C is complete and customers are in production, discovering assets, including training customer teams on the product functionality and its features
• Anticipate risks and barriers to pre- and post-launch customer engagement with the Device42 products
• Analyze & synthesize product feedback from customer correspondence and effectively communicate to the Device42 product team.
• Conduct ad-hoc alignment meetings with customers and internal product teams to brainstorm solutions as new challenges arise & provide customer feedback to the respective parties as needed
• Work with our Partners to build strong relationships and enable their success with our customers
• Accurately report key customer metrics including adoption, production status, and risk to ensure visibility into customer health

• 5-7+ years of technical implementation, professional services, systems engineer, or similar experience, preferably in multi-cloud environments or IT infrastructure
• Able to translate technical complexities to a diverse audience
• Excellent listener and communicator who is adept at cultivating relationships internally and externally; clear and effective written and verbal communication
• Comfortable leading meetings/discussions both internally and externally.
• Ability to navigate competing priorities in a fast-paced start-up environment
• Experience managing a higher volume of accounts while supporting and prioritizing customers based on needs and driving technical success
• A willingness to work cross functionally - whether it be partnering with support to escalate customer issues, product and development to communicate customer request timelines, or sales to drive additional business
• Enterprise ITSM and Discovery software experience, deep enterprise application stack knowledge
• Experience with Hypervisors, Cloud providers, Windows and Linux administration,
• Networking, and Storage. Bonus points for experience with ServiceNow and/or Jira

The annual base salary range for this position is $127,000 — $159,200 USD 

Compensation is based on a variety of factors including but not limited to location, experience, job-related skills, and level. Bonus/equity may be available.

Freshworks offers multiple options for dental, medical, vision, disability and life insurances. Equity + ESPP, flexible PTO, flexible spending, commuter benefits and wellness benefits are also offered. Freshworks also offers adoption and parental leave benefits.

At Freshworks, we are creating a global workplace that enables everyone to find their true potential, purpose, and passion irrespective of their background, gender, race, sexual orientation, religion and ethnicity. We are committed to providing equal opportunity for all and believe that diversity in the workplace creates a more vibrant, richer work environment that advances the goals of our employees, communities and the business.