Customer Success Engineer (USA)
We are seeking a Customer Success Engineer to join Neon’s fast-growing Go To Market team.
As a Customer Success Engineer, you provide insightful advice and friendly, hands-on guidance to Neon customers. You quickly diagnose product questions on the spot, explaining situations with patience and compassion. After determining whether support is needed, you offer solutions or triage to the support team to quickly get users up and running again. You proactively engage with customers to ensure they are getting the maximum benefit from Neon’s services and educate them on new features that can provide additional value to their work.
Even if you’re juggling more than one customer, you stay conscious of their time demands as well as your own.
You fulfill Neon’s service commitment with style, speed, and skill. And you earn the trust of customers and coworkers alike as you offer mentorship, knowledge, and even tips and training. At Neon, we care about improving our services. We're looking for people who identify problems and provide feedback to ensure our customer service stays relevant and current.
The ideal candidate will have a technical background coupled with a proactive and customer-centric approach to ensure our clients derive maximum value from our product.
- Customer Engagement:
- Develop and nurture strong, long-lasting relationships with key customers.
- Understand customers' business objectives, challenges, and pain points to tailor solutions that align with their needs.
- Proactively engage with customers to anticipate their requirements and offer personalized support.
- Needs Assessment and Communication:
- Regularly assess customer satisfaction and gather feedback to identify areas of improvement or enhancement.
- Act as a liaison between customers and the product team, effectively communicating customer needs, suggestions, and potential product gaps.
- Product Education and Adoption:
- Educate customers on the full range of Neon features and functionalities to optimize their usage and business outcomes.
- Guide customers through the implementation process and assist in integrating Neon into their existing workflows.
- Issue Resolution:
- Collaborate with the technical support team to communicate and escalate customer issues. The Customer Success Engineer will track all issues and ensure effective communication of status to the customer.
- Customer Success Planning:
- Develop and execute tailored customer success plans, outlining goals, milestones, and success metrics.
- Monitor customer progress, track usage metrics, and provide regular reports on their product adoption and value realization.
- Product Advocacy:
- Serve as the voice of the customer within the organization, advocating for enhancements, features, and improvements that align with customer needs.
- Bachelor's degree in Computer Science, Engineering, or a related field (or 4+ years of equivalent work experience).
- Proven experience as a Support Engineer or in a similar technical customer-facing role.
- Excellent interpersonal and communication skills, with the ability to build rapport and trust with diverse customer groups.
- Strong problem-solving skills with a proactive and solution-oriented mindset.
- Technical proficiency and understanding of databases, software products, APIs, and integrations.
- Familiarity with CRM tools and customer success software is a plus.
- Ability to manage multiple customer relationships simultaneously while maintaining high customer satisfaction.
- Demonstrated ability to work independently, prioritize tasks, and meet deadlines.
- Ability to make good decisions in situations with lots of ambiguity.
- Has developed the critical thinking skills to enable fast decision-making.
- Can operate independently without close supervision.
Neon is building open-source cloud-native PostgreSQL. Our architecture separates storage from compute, allowing for stateless and serverless Postgres. We’re a well funded startup with deep knowledge of Postgres internals and decades of experience building databases. We are a systems company; we work on low-level code with strict performance and correctness requirements.
Neon was created by a team of Postgres hackers, and led by CEO Nikita Shamgunov (co-founder of SingleStore). Neon is built on open-source principles and is focused on giving back to the Postgres and developer communities.
- We are a distributed team of 60 people working from 22 countries (concentrating around North America and Europe time zones)
- We are a team built on open sources cultural principles (transparency, contribution, accountability, proactivity)
- Team with decades of experience building databases and deep knowledge of Postgres internals. We are deeply technical
- We have experienced Postgres committers and hackers on the team (check Heikki, Anastasia, Arseny, Matthias profiles)
- We believe in the efficacy of collaborative open source
- We aim for a diversity of thoughts and backgrounds
- We are keen to be a fast-moving flat org and avoid hierarchical structures
- Top-tier investors backed up Neon's vision:
- We raised $104 million in funding from Menlo Ventures, GGV, Khosla Ventures, General Catalyst, Founders Fund.
- Venture vehicles of Snowflake and Databricks invested in Neon.
- Our angels investors are prominent technologists, and ecosystem players. More than 20 awesome angels supported Neon, including Nat Friedman, Elad Gil, Mike Ovitz, Ajeet Singh, Guillermo Rauch, Søren Brammer Schmidt, and Wes McKinney.
- Our Board includes Quentin Clark, Glenn Solomon, Joe Morrissey, and Tim Tully.
- You have an opportunity to be an early employee in the fast-scaling ambitious team
- You can work 100% remote: we'll handle all formalities to arrange work from your home
- We pay top of the market in most parts of the world
- We grant equity (stock options) for all full-time hires
- We offer a competitive benefits package in line with all tech companies (top-notch equipment, unlimited vacations, paid parental leaves, and much more)
- We are distributed, yet make our bonds during regular offsites (the last one was in Cyprus)