Senior Customer Success Engineer - Scale

May 16

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Logo of Apollo GraphQL

Apollo GraphQL

Apollo is the GraphQL company. Our mission is to empower every developer with a graph.

51 - 200

Description

• Define, develop, and deliver content, programs, and campaigns aimed at helping customers adopt Apollo’s products • Test and iterate on Scale content program ideas and track results based on positive business outcomes • Monitor and analyze product usage/adoption data to identify risks and expansion opportunities • Work cross-functionally to identify trends for common customer challenges and actively suggest ways to address them • Design and lead 1:many customer engagements such as webinars, training demos, and office hours. • Engage 1:1 with customers as needed at strategic points in the customer journey to ensure adoption • Effectively triage and resolve inbound customer requests that are pooled across the Scaled CS team. • Assist in refining customer segmentation strategies and Health Scoring models to optimize customer success efforts. • Continuously improve self-service education content and delivery to empower customers and drive self-sufficiency. • Act as a champion for customer success within the organization, advocating for the needs of our Scaled customers and driving initiatives to deliver exceptional customer experiences.

Requirements

• Bachelor’s degree in Computer Science, Information Systems, Business Administration, or related field; or equivalent work experience. • Extensive experience in a customer-facing role, preferably in a Customer Success or Product Marketing role. • Strong understanding of software development, APIs, and web technologies. • Excellent communication and interpersonal skills, with the ability to build rapport and relationships with customers. • Demonstrated ability to work in a fast-paced, dynamic environment and manage multiple priorities effectively. • Experience with customer success tools and technologies is a plus. • Experience with building, analyzing, and interpreting customer data to influence stakeholder decision-making

Benefits

• 11 paid holidays • Generous time off increasing with years of service • Generous paid sick time • Annual day of service

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