Lead Customer Success Engineer
About the Role
Netskrt is looking for a Lead Customer Success Engineer to support the growing ISP customer base for the Netskrt Extreme edge CDN. Reporting to the VP of Product Strategy, your primary responsibility will be to support our business and revenue goals by engaging directly with customers in a technical consultancy and advisor role during their Netskrt on-boarding, owning the technical solution for each customer and taking responsibility for the successful turn-up of the eCDN. You will act as an ongoing technical point of contact between the customer and other Netskrt functions including Account Management, SRE, Development and Product Management teams.
About Netskrt
We are a highly motivated team, dedicated to delivering products and services that improve both the consumer experience when accessing internet video at the edges of the internet and the performance of those networks for the network operator. We have developed a set of inter related technologies targeting businesses that offer high-speed internet access to their customers, but which operate within challenging networking environments.
The VP of Product Strategy is responsible for the Product Management team, the strategy being executed by the Product Management team and the success of Netskrt customers in making use of our product and services. The Customer Success team is expected to work closely with the Product Management team and other Netskrt teams.
About You
You are somebody who enjoys solving problems and has a customer-centric mindset. You should be passionate not only about learning new technologies, but also about running systems and software in the real world. You must enjoy a close-knit team environment of shared responsibility, be a team player and a self-starter.
You have exceptional technical skills, and enjoy solving challenging problems. You are a quick learner, you adapt easily and you have great interpersonal and communication skills.
As part of the Netskrt team you will have the opportunity to design and implement solutions to solve challenging problems in a startup environment, working with accomplished engineers and a leadership team with a proven track history of success.
Responsibilities
In this role you will:
Demonstrate ownership
- Take accountability for the technical solution required for each ISP customer
- Be accountable for ISP customer on-boarding success
- Own the on-going technical relationship and communication with the customer
- Own the effectiveness of the ISP on-boarding process and work with others to agree priority and improve the process
- Liaise with SRE, Dev and Management team members during on-boarding to achieve successful eCDN deployments and increase Netskrt CDN capacity
- Use meaningful metrics to identify opportunities to improve deployed solutions for ISP customers
- Demonstrate leadership during on-boarding and allocate roles/tasks to customers and Netskrt teams as appropriate
- Develop specific resources as needed, such as internal knowledge-base for solutions
Advocate for the customer and the product
- Be an advocate for ISP customers during and after the on-boarding process, representing their needs and issues to the technical and service groups in Netskrt
- Ensure consistent and appropriate communication between customers and Netskrt groups for successful on-boarding and on-going solution success
- Provide support to ISP customers by responding to direct enquiries and as needed by Netskrt support after on-boarding
- Represent the Netskrt product and solution options appropriately to customers in order to determine the best fit
- Identify and communicate requests for additional product features/functionality and suggested improvements to the product identified by you or the customer to the Product Management team
You will work in tandem with our sales and business development team, being introduced to ISP customers during the sales cycle. You will be responsible for the technical relationship with the ISP customer and the ongoing success of their deployed solution. You are expected to have in depth knowledge of product functional capabilities and technical architecture and possess a good understanding of the sales enablement landscape.
You will be expected to define and document solutions for customer integration with Netskrt services and be able to describe these to the customer’s technical and business stakeholders. The successful candidate will possess an outstanding record of professional experience and will thrive in an environment that demands accountability. You will be a key member of a team that understands the big picture perspective, and instills a customer-first attitude.
Your Qualifications, Skills, Experience:
- At least 5 years of technical industry experience
Customer facing experience in Cloud, CDN or Networking industries - Deep understanding of internet and networking protocols
- Experience with caching and CDN (content delivery network) technologies (Amazon, Google, Limelight/Edgio, Akamai, Fastly)
- Understanding of online video streaming and delivery
- Analytical mind with excellent problem-solving skills
- Excellent written and verbal communication skills
- Excellent time management, communication, decision-making, presentation, and organizational skills
- BA/BS degree with concentration in computer science and/or sales, marketing, or business administration
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