Job Summary
The Customer Success Engineer is a highly technical, strategic advisor dedicated to supporting global customers operating Global Capability Centres (GCCs) in India. Moving beyond the traditional scope of account management, this position requires a solid technical aptitude to provide hands-on, day-to-day technical guidance and establish DevOps best practices directly with India-based delivery teams.
Operating much like a Pre-Sales Engineer or Solutions Architect, you will act as a "Tier 1" technical partner and an extension of the customer's engineering team. Crucially, you will work closely with a global team, collaborating cross-functionally to creatively solve complex problems and deliver seamless customer experiences. You will leverage deep technical acumen to optimize Salesforce DevOps delivery, streamline complex release processes, and ensure seamless adoption. You will own the full account lifecycle and drive tailored success plans while acting as the definitive technical expert to help India GCCs scale efficiently, mitigate deployment risks,
and maximize the value of the Copado platform.
Key Responsibilities
Account Ownership & Technical Guidance: Own and manage accounts while providing day-to-day technical guidance for customers' DevOps setups in India.
GCC Support: Serve as a trusted advisor and strategic partner for global customers operating Global Capability Centres (GCCs), leveraging proximity to tech hubs like Bangalore for in-person interactions.
Consultative Expertise: Act as a consultative technical expert, providing tailored advice to drive Copado adoption, optimize complex release processes, and minimize risk.
Success Planning: Independently develop and execute success plans with customers, ensuring long-term business impact and continuous value realization.
Quarterly Business Reviews: Conduct in-depth Quarterly Business Reviews (QBRs) analyzing DORA metrics (Deployment Frequency, Lead Time, etc.) to demonstrate ROI and process impr