Customer Success Engineer

Totango + Catalyst have joined forces to build a leading customer growth platform that helps businesses protect and grow their revenue. Built by an experienced team of industry leaders, our software integrates with all the tools CS teams already use to provide one centralized view of customer data. Our modern and intuitive dashboards help CS leaders develop impactful workflows and take the right actions to understand health, prevent churn, increase adoption, and drive expansion.

Why You’ll Love Working Here!

• We are Remote first! Do your best work where you are most comfortable.
• Highly competitive compensation package, including equity - everyone has a stake in our growth
• Generous PTO policy - we trust you to strike the right work/life balance
• Monthly Mental Health Days and Mental Health Weeks twice per year

Totango is looking for a world-class Customer Success Engineer to drive our customers' technical success during onboarding as well as long-term technical support. Reporting to the Director of Customer Success Engineering, you are responsible for engaging with Customer and Partner technical staff and developers to identify requirements, design customer technical architecture and data model, assist/implement integrations, verify the integrated solution, and provide long-term support. A technical mindset combined with a customer-first consulting approach helps you thrive. The ideal candidate will have experience in technical design, creating automated recurring ETL, and experience in professional services, technical consulting, or technical onboarding.

Responsibilities:

1. Work with our Onboarding Managers to onboard new Customers, driving fast time to first value and delivering best-practice integrations.
2. Participate in technical discovery sessions to gather Customer requirements on the systems, data model, and custom metrics needed to achieve their business goals.
3. Recommend best-practice approaches to integration, implementation, and product configuration, and provide technical instruction to Customer teams during Onboarding.
4. Document the system architecture, data model, and integration approach used to deploy Totango for your Customers.
5. Work with Customer and/or Partner teams to guide and/or implement the integration.
6. Conduct Data and Configuration audits to verify integration prior to launch, and assist in other testing/QA activities in support of getting your Customers live.
7. Respond to Customer Support Service Requests and Escalations in a timely manner while maintaining high customer satisfaction.

Qualifications:

1. 1-2 years relevant work experience in a customer-facing customer success engineering, professional services, or technical support role. SaaS experience preferred.
2. Excellent English - Written and spoken.
3. Experience with requirements gathering and data modeling.
4. Familiarity with Salesforce.com, Hubspot or other CRM platform.
5. Familiarity with Zendesk, Jira or other Support platforms.
6. Familiarity in SQL databases, APIs, ETL and ELT.
7. Demonstrable ability to write SQL queries.
8. Self-motivated, proactive team player.
9. Strong communication and interpersonal skills.
10. Diplomacy, tact, and poise when working through customer issues and escalations.
11. Bachelor's Degree or higher in a related technical field or equivalent work experience.

Nice to have:

Understanding of basic shell scripting a plus.

We take into account numerous factors in deciding on compensation, such as experience, job-related skills, relevant education or training, and other business and organizational requirements. The salary range provided corresponds to the level at which this position has been defined.