Customer Success Engineer - API Hub

at  SmartBear

At SmartBear, we deliver the complete visibility developers need to make each release better than the last. Our award winning and industry favorite tools TestComplete, Swagger, Cucumber, ReadyAPI, Zephyr are trusted by over 16 million developers, testers, and software engineers at 32,000+ organizations – including world-renowned innovators like Adobe, JetBlue, FedEx, and Microsoft.

THE OPPORTUNITY

SmartBear is looking for a Customer Success Engineer to join our Customer Success team. In this role, you will engage with customers, colleagues, and the developer community at-large with a technical focus to educate and facilitate technical & end user adoption for assigned SmartBear products and platforms, in the areas of API Lifecycle, Contract Testing, API Performance, API Testing methodologies and API Design. Assist our customers with their initiatives, and advocate for value realization amongst the SmartBear solutions.

THE REQUIREMENTS

You care deeply about customers and their success. You are articulate, inquisitive, collaborative, curious and analytical. You are a self-motivated, operations-minded professional who is highly organized. You love learning how technology works and are solution-oriented. You look for opportunities to streamline processes and strive for efficiency.

In the role of Customer Success Engineer at Smartbear you will:

• Become an expert in API Lifecycle, Testing, Performance and Design workflows to be able to educate enterprise customers on the adoption, use and benefits of SmartBear products and associated best practice usage philosophies.
• Serve in the role of product subject matter expert and thought leader for your assigned products and solutions. Be able to inject Smartbear products into the organizational objectives of our enterprise customers.
• Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development
• Serve as the voice of the customer, to analyze, interpret and report the “root causes” impacting customer satisfaction.
• Partner with Product Support, Product Management & Sales Engineering teams to assist customers with questions and issues which may arise, with a positive, customer-centric attitude.
• Be curious to stay ahead of the curve on cutting edge Smartbear technologies and map Smartbear products to customer technical needs.
• Work in partnership with CSM and sales teams to ensure strong handoffs and cross-functional experiences.
• Continually identify opportunities and develop/implement solutions to enhance the customer experience.
• Excellent written and verbal communication skills, including presentations and conducting 1:1 and one-to-many training sessions.
• Fluency in English required; additional language skills are a plus.
• Able to work specific hours 12-9PM CEST

• Become an expert in API Lifecycle, Testing, Performance and Design workflows to be able to educate enterprise customers on the adoption, use and benefits of SmartBear products and associated best practice usage philosophies.
• Serve in the role of product subject matter expert and thought leader for your assigned products and solutions. Be able to inject Smartbear products into the organizational objectives of our enterprise customers.
• Be a customer advocate while capturing customer feedback and reporting requests to Product Management and Development
• Serve as the voice of the customer, to analyze, interpret and report the “root causes” impacting customer satisfaction.
• Partner with Product Support, Product Management & Sales Engineering teams to assist customers with questions and issues which may arise, with a positive, customer-centric attitude.
• Be curious to stay ahead of the curve on cutting edge Smartbear technologies and map Smartbear products to customer technical needs.
• Work in partnership with CSM and sales teams to ensure strong handoffs and cross-functional experiences.
• Continually identify opportunities and develop/implement solutions to enhance the customer experience.
• Excellent written and verbal communication skills, including presentations and conducting 1:1 and one-to-many training sessions.
• Fluency in English required; additional language skills are a plus.
• Able to work specific hours 12-9PM CES