● Actively execute technical tasks, configure features, and perform independent work on the customer's behalf to accelerate their time-to-value.
● Lead targeted "Deployment Sprints" for accounts to complete configurations before shifting focus to advanced feature adoption.
● Ensure continuity post-Skilled Services (PS) by taking over "as-built" documentation and providing ongoing prescriptive guidance.
● Lead deep-dive technical working sessions and workshops tailored to customer priorities and architecture.
2. Operations & Scalability (The "S&O;" Pillar)
● System Architecture: Design and optimize the "Customer Success Stack" (CRM, Gainsight, SQL-based dashboards) to automate low-touch tasks and flag churn signals.
● Workflow Engineering: Build standardized playbooks for onboarding, migration, and expansion to ensure a world-class customer experience.
● Performance Monitoring:
Define and track KPIs such as Net Retention Rate (NRR), Time-to-Value (TTV), and Product Adoption Scores.
● Account Transition: Prioritize assigned accounts, gather data from Salesforce and Gainsight, and conduct formal kickoffs to introduce yourself as the new technical lead. 3. Strategic Technical Advisory & Cross-Functional Collaboration
● Act as a strategic advisor, translating complex product capabilities into business value and influencing C-suite executives.
● Partner closely with Account Teams to lead the technical narrative during Quarterly Business Reviews (QBRs), driving strategic outcomes and ensuring healthy adoption across the entire SASE product suite.
● Collaborate seamlessly with Engineering, Technical Assistance Center (TAC), and Product teams (utilizing tools like JIRA) to navigate complex product issues, serving as the customer's trusted technical advisor to effectively relay engineering outcomes and resolutions
📌 Customer Success Engineer (India)
🏢 Trantor Software
📍 India
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