Customer Success Engineer (Remote Working)

Cloudways in Malta is looking to recruit a Customer Success Engineer (Remote Working), to join their team on a full-time basis. The right candidate will be responsible to retain and grow existing customers by building a value-based relationship with them. S/he will deliver product value and derive product adoption. S/he will be a primary point of contact for assigned customers and resolve their pain points by coordinating with other internal teams.

*This is a full-time, remote job in a growing 24/7 global Customer Success team that takes care of Cloudways’ customers.

Responsibilities and Duties:

• Maintain communication (via calls, emails, chats, etc.) with assigned customers;
• Identify their needs and find upsell opportunities;
• Give product demos and help customers in realizing early value;
• Timely act on churn alerts and reach customers to resolve their issues;
• Keep a close eye on customer experience via internal feedback surveys;
• Contact customers to uncover sufficient information when/if needed;
• Share customers’ feedback with internal teams for product improvement;
• Liaise with the internal teams for customer references and case studies;
• Understand and keep track of business KPIs.

Qualifications:

• Bachelors (preferably in Computer Science/Telecommunication/Electronics Engineering);
• Ideally, 3-4 years experience working in a tech company with a customer-facing role;
• Previous experience in the web hosting company would be a PLUS;
• Effective written and verbal English communication with native fluency & ability to listen;
• Knowledge of Customer Success Metrics (churn, MRR, ARPU, expansion, advocacy);
• Remote work experience will be a PLUS;
• Strong Customer Empath;
• Ask the right questions to uncover customers’ pain points;
• Manage and escalate customer issues;
• Proactive problem solver;
• Thirst for learning;
• Consultancy skills;
• Ease with data;
• Strong ownership & resilience to pressure.