The InfoVista Customer Success Engineer (CSE) is the ultimate champion for InfoVista customers. The CSE is responsible for driving and owning the customers success and ensuring that their needs are championed within InfoVista. Reporting to the Manager Customer Success Outcome, the Customer Success Engineer will directly manage our customers with a focus on user adoption, satisfaction, expected value realization, retention, and growth.
In this role, you will be a guide, mentor and consultant to the customer. Candidate must be a Canadian citizen and must be able to acquire Canadian government level two (2) secret clearance.
This position is based out of a home-office and must be able to travel to client locations as required or located in Gatineau QC Infovista office.
The ideal candidate will have strong technical and communication skills and be familiar with contact center infrastructure. This person will have exceptional customer relationship and communication skills, is passionate about working with customers, well organized, and can prioritize effectively. Success in this position will require a positive attitude, great time management, strong work ethic and a passion to build great relationships within InfoVistas customers and internally within InfoVista.
RESPONSIBILITIES Lead the execution of a comprehensive engagement that proactively maintains high customer satisfaction. Designing, implementing, and documenting InfoVista monitoring and testing solutions at customer sites in support of their voice applications and customer experience Remote installation, configuration, and support of InfoVista products (Diagnostix, IntelliSight, Hammer IP, OneSight) at customer locations.
Communicating and driving the value of InfoVistas solutions Serve as a technical expert on assigned customers environment including network architecture, and use cases, and InfoVista solutions.
Establish a trusted/strategic advisor relationship with assigned customers. Ensure return on investment/value of InfoVista solutions. Take ownership of technical issues that arise during and post implementation.
Ability to prioritize issues effectively and meet tight deadlines when required. Act as a point of escalation to ensure any customer issues are resolved quickly, utilizing resources from across Support, Services, Sales, and Engineering. Ability to travel with enough necessity to achieve goals, up to 15%.
Travel may be more or less and based on customer and business need.
Required QUALIFICATIONS Canadian Citizen and able to acquire Canadian government secret clearance BS degree in Computer Science or relevant field 1+ years related experience in a customer facing service delivery role Excellent written, verbal, interpersonal communication skills Strong analytical, troubleshooting, and problem-solving skills with high attention to detail and accuracy Professional Services, Consulting, or Customer support experience or desired career path Experience working in high pressure environments Ability to manage multiple projects/tasks simultaneously Willingness to learn and implement new technologies and processes Experience working as part of a global, virtual team in a multinational company. Technical knowledge of network switching and routing infrastructure (ie Avaya, Oracle, Cisco) Proficiency with Microsoft tools (Excel, Project, Outlook, Word, Visio, Power Point),CRM (Salesforce), JIRA Technologies used VoIP Signaling and Media: SIP, H.323, H.248, CCMS, RTP IP Networking: TCPIP, WAN & LAN, MPLS Operating Systems:
RHELCentOS, Windows Server SQL and SQL Scripting (Vertica and MySQL) NICE to
Have Familiar with Traditional TDM Networking (T1 E1 ISDN, SS7, etc) Familiar with interpreted programming languages (ie Python, Perl, PHP, etc) Familiar with Database technology (HP Vertica, Microsoft SQL, MySQL) Familiar with Contact Center technology and infrastructure (ie Genesys, Avaya, Cisco, etc) Experience working in Communication Service Provider (CSP) environment Languages English essential InfoVista is an equal opportunity employer. We consider applicants for all positions without regard to race, color, sex, religion, national origin, age, sexual orientation, marital or veteran status, genetic information, the presence of non-job related medical condition or handicap, or any legally protected status.
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