Customer Success Engineer Job at Propeller Aero AU June 2022

We’re Looking to hire, Customer Success Engineer Job at Propeller Aero AU June 2022

1. Customer Success Engineer Job
2. Surry Hills, Australia
3. Full-Time

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About Company

Everyone here is urged to approach problems creatively, to listen to one another, and to never stop learning since we are 100% about effect and 0% about ego. We strive for success as a group, and we invite you to read more about us on Glassdoor. Come as you are—Propeller is open to everyone. We are accepting people who support inclusion, equity, and diversity. We provide the following benefits to our staff: stock options for employees Budget for professional development; we enjoy the adventure and follow our passions. Telco allowance each month Policies for paid primary and secondary parental leave flexible working conditions Take up to 90 days to travel and work anywhere. June 2022: Customer Success Engineer Position at Propeller Aero Australia.

Job Responsibilities

• Supporting your customers across each phase of the customer lifecycle, from post-sale introductions, kicking-off the relationship, onboarding and training, using the platform to measure and analyze survey data across multiple worksites and projects, renewal and expansion.
• Onboarding and training new customers to ensure they have everything they need to be successful. This includes:Getting the customer ready for their first flight
• Educating them about the correct way to capture survey data with their drone
• Ensuring they understand how to correctly place ground control points for increased and unparalleled accuracy
• Walking through the visualized survey data in the form of 3D maps
• Helping them use the platform to take site and stockpile measurements
• Educating them about how they can use their data to report on-site progress
• Partnering with the Hardware Support team on any hardware-related issues that your customers are experiencing.
• Responsible for maintaining net negative ARR churn within your accounts and working closely with the Account Management team on renewals.
• Working closely with our Product and Engineering teams to make sure customers’ needs and wants are communicated internally in the form of new feature requests and identifying bugs or edge cases.
• Using Gainsight to track all of your customer-facing activities (both inbound and outbound, and proactive and reactive) and to prioritize your time across your portfolio of accounts.
• Participating in Customer Success team meetings, contributing to quarterly team goals and supporting projects to improve team efficiency and scale as part of creating, refining and improving Customer Success processes and documentation.
• Collaborating with Sales to ensure successful hand-offs as part of the post-sales process, and to identify up-sell and expansion opportunities during the lifecycle of the account.
• Keeping your industry and technical knowledge current so that you can best support your customers and any future product launches that impact the customer experience.

Job Requirement

• You have at least 2 years of experience managing a dedicated book of customer accounts at a SaaS company, with a proven track record of delivering exceptional service and preventing customer churn.
• Knowledge of how to use customer success tools and software to prioritize your time, track account-related activities, manage customers across lifecycle phases and escalate potential churn risks.
• Balance reactive problem-solving with proactive customer outreach across your accounts, including regularly reengaging with inactive customers.
• Strong technical skills and the ability to pick up new technology fast and drive your own learning.
• The ability to explain complex concepts in simple terminology for customers with varying levels of technical expertise.
• Knowledge of the construction, aggregate, mining, or landfill industries is a plus (although not required).
• You’re data-driven with a bias towards action, and you’re not afraid to get your hands dirty in support of your customers.
• Strong communication skills, both verbal and written, and proven experience supporting customers over video, phone, email and/or chat.
• Great interpersonal skills: you have the ability to gel with our customers, collaborate with your team members and thrive in a rapidly-changing environment as the business grows and scales.
• You have a construction whitecard or are willing to get a whitecard within 60 days of hire.
• You hold either a RPAS Flight Fundamentals Certificate or an RePL or are willing to get a Flight Fundamentals certificate within 60 days of hire.

Apply now