Job Description

Position Description

For our European customers, we are seeking an engaging self-starter with a love of technology to be our next Customer Success Engineer.  They should be problem-solvers, be comfortable with front-end UI technologies and engage directly with customers, help customers deploy Deque solutions, and be capable of managing multiple customers in parallel. The ideal candidate will have experience in customer implementations, hands-on with UI and scripting technologies, CI/CD pipelines, and a very good understanding of accessibility software domains and solutions. Ability to engage with customers to understand users, key players, their needs, and goals, build custom solutions, and help execute a strategy to achieve customers’ goals and expand the business.

Primary Responsibilities

• Customer Success Engineers at Deque Systems are the trusted advisors that provide Deque’s first line of technical support to our customers.
• Provide world-class technology support of Deque solutions while working with customer implementation teams and Deque support and engineering teams to ensure successful implementations and adoption of Deque products.
• Develop a good understanding of your customer’s accessibility objectives, use cases, project team members, and key players
• Work directly with users of Deque technology, identify and help them to be the subject matter experts and champions for Deque products within the customer organization through onboarding, training, and knowledge transfer, and assist with simple sample implementations or integrations of Deque products with customer solutions, etc.
• Help customers understand the value of our products and solutions offerings as they develop and grow their accessibility programs
• Responsible for ensuring your customers are successfully able to use Deque products throughout their Deque accessibility journey
• Work and collaborate with Deque Customer Support, Product Management, SAa, and engineering teams to help solve customer issues/tickets, share product knowledge, and for implementation assistance to ensure customer success.
• Understand and articulate opportunities to improve and optimize results of customer usage and implementation of Deque products, and help CSM build business cases for further investment for upsells and cross-sells.
• Identify opportunities for process improvement and efficiency within Customer Success
• Deliver product demonstrations that directly address customer needs

Qualifications

• At least 5 years experience in software development or implementation role
• At least 2 years experience in a customer-facing technical role
• Professional language skills in at least 1 other European language besides English (preferably French or German)
• Deep understanding of UI (web and mobile), and front-end technologies (HTML, CSS, JavaScript, etc).
• Good understanding of CI/CD pipeline components and Saas
• Experience with UI test automation frameworks
• Good understanding of SDLC and its components
• Excellent communication and presentation skills
• Proven track record of working with various players in the customer organization to understand and solve problems and deliver desired results
• Good understanding of accessibility software domain and customers’ needs
• Ability to work on multiple customer projects concurrently
• Travel up to 30% when normal travel resumes after the pandemic is over

Job Location

• Europe