Totango

Customer Success Engineer

Customer Success - San Mateo, CA - Full Time

COMPANY

Totango is the leader in customer engagement and user insights for cloud apps and online subscription services. The company helps SaaS vendors unlock the power of their product usage data to drive higher trial conversion, product adoption, renewals, and customer lifetime value. Totango’s solution combines big data analytics with powerful segmentation and predictive tools to extract customer insights from real-time product usage data.  SaaS companies using Totango take the right actions in the right context with each of their customers to build an active, engaged user base.


ROLE

Customer Success Engineers (CSE) will work with Customer Success Managers (CSM) by driving the technical implementation for our customers. Totango’s customers range from start-ups to large enterprises with SaaS products and services.  CSE’s are responsible for engaging with customer’s technical staff and developers to assist them through the implementation process. CSE’s have first crack at creating cutting-edge configurations to fit unique use cases and business objectives. Highly technical individuals with a strong logic-based foundation will excel in this role.  The ideal candidate will have an educational knowledge in Java Script, or any other logic scripting language, and professional experience as a Business Analyst, Consultant or similar role.

CSE’s assist the CSM’s in the event of a complex rule definition as requested by clients.  The ability to create complex logic query statements (If-then/Else/And-Or) for inclusion/exclusion of specific segments is a MAJOR part of this role.  The ability to represent logic in writing and to understand venn diagrams are essential to understand our product and our customer’s business needs.  The ability to translate business statements and questions into logical expressions is a must.

REQUIRED SKILLS:

  • Bachelors degree, preferably in a technical field of study
  • 1-5 years of experience in a technical capacity
  • Java Script and an understanding of logic
  • Ability to speak to developers regarding code syntax and logic flow
  • Able to manage projects and use project management tools (such as Clarizen, SmartSheets)
  • Skilled at manipulating large data sets, using pivot tables, and troubleshooting
  • Able to work directly with customers without assistance or with minimal supervision

DESIRED SKILLS:

  • Consulting, project management, technical support or market research experience
  • Exposure to Salesforce, Zendesk, Marketo and other SaaS productivity tools
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