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Customer Success Engineer

San Francisco/Remote

Customer Success Engineer 

The Customer Success Team

The Customer Success team at Brightidea helps customers solve real problems to ensure “The Best Idea Wins.”  The team is comprised of Customer Success Managers, Customer Support and Sales Operations - all working together to help our customers succeed with  Brightidea and create world-class, innovation-enabled experiences.

About the Role:

The Customer Success Engineer is the technical expert during the post sales customer journey. Candidates will work closely with the Customer Success Managers to understand customers needs and articulate the unique value of the proposed solution. Candidates will be natural customer problem solvers and be the voice of reason during the customer interactions.

The Customer Success Engineer aims to be our customers trusted advisor to ensure long-term success and deliver solutions that our customers can count on.

The Customer Success Engineer also has a voice with the product team to help prioritize features based on input from customers, competitors, and partners

Key responsibilities include, but not limited to:

  • Provide post-sales support to the Customer Success team, Support team and  customers.
  • Create and manage tailored proof of concepts to transfer ownership to customers.
  • Create and deliver powerful situational product demonstrations validating how product solves specific customer problems and demonstrating uniqueness of value proposition.
  • Operate as a subject matter expert in innovation management space and technology.
  • Develop and deliver responses to customer inquiries, including RFPs, RFIs, InfoSec questionnaires and initial solution discussions.
  • Seamlessly onboard new customers and expand existing clients at scale.
  • Enable Customer Success team with training programs and tools.
  • Build and maintain demonstration environments.
  • Create and update product demonstration scripts.
  • Assist product development in testing new products.
  • Successfully match customer pain and functional requirements to proposed solutions.
  • Effectively document and communicate customer needs to the Product team for future product enhancements.
  • Collect and document competitive intelligence.
  • Take on Strategic projects that align with Customer Success and Brightidea objectives

What you need to succeed:

  • Deep connection with the mission
  • Solid technical background with understanding and/or hands-on experience in web technologies (skilled in CSS, HTML, JavaScript, RESTful API, SAML 2.0 SSO).
  • 2+ years relevant experience in SaaS, B2B in a Sales Engineering position, or related role with proven skills.
  • Comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding customer base.
  • Ability to creatively explain and present complex concepts in an easy to understand manner to both business and technical minded individuals.
  • Analytical and able to eliminate sales obstacles through creative and adaptive approaches.
  • Willingness to travel.
  • CSAT or NPS experience a plus
  • BA/BS degree or equivalent.

Background

Helping large companies innovate isn’t easy, but it is vital. Vital to creating new jobs. Vital to igniting growth. Vital to ensuring a safe, healthy and prosperous future of billions around the globe. 

But, Innovation at large companies is a mess. Employees often have lots of ideas to improve the business, but with no formal process, their ideas go unheard and they eventually give up trying to make a difference. Corporate innovation teams are expected to support a growing list of activities but have historically lacked strong tools designed for the job. Executives, despite having millions to invest, live in fear of disruption, and still have no idea where their “next big idea” will come from, or if it will come at all.

Our Company & Culture

We’re a tight-knit, entrepreneurial minded, team of self-starters who show up every day with a singular mission: to transform the way the world innovates. Our primary focus this year is to continue to add exceptionally talented and motivated individuals to the Brightidea team. We are: ambitious, bold, highly-collaborative, focused and we aim to win. We take a humble approach to changing the way corporate R&D teams run innovation challenges.

Anyone joining our company will have the opportunity to shape the culture and be an integral part of setting it up for long term success. If you can identify with being humble, T-shaped, and relentlessly resourceful than this could be the perfect team for you to add your contributions to and shine in.

We pursue excellence in every aspect of our work and don’t just have a passion for innovation but have tangible experiences that have proven that innovation is deeply rooted in our personal and professional DNA. We’re pioneers in our space seeking to amplify humanity’s capacity to innovate. We don’t think that as a whole we’re innovating as much as we could or should be and have set up a belief system to guide us through the next wave of innovating within the innovation management space.

Brightidea believes that everyone has the ability to make a difference and that a diverse team generates more innovation and bigger ideas. Just as our product invites organizations to crowd source innovation across their workforce, Brightidea is inclusive and does not discriminate. We accept everybody.



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