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Solution-Oriented
You will maintain a single-minded focus to ensure clients are extracting the most value from their Sendinblue products, while liasing with the product owners and end users to gather, understand, and define business requirements
Relationship Building
You will work to educate your clients, filter feedback and enhance the product, all the while prioritizing quality, reliability and consistency in these relationships
Leadership Role
You will influence others within your team to effectively impact the change required to realize Sendinblue’s projected growth in North America
Customer Success Engineer @ Sendinblue
Company: Sendinblue
Position: Customer Success Engineer
Location: Greater Toronto Area
Sendinblue is an expanding global organization with a mission to make the most effective marketing channels accessible to all businesses. The company offers a unique SaaS solution for relationship marketing being the only all-in-one digital platform empowering growing businesses to build customer relationships through end to end digital marketing campaigns, transactional messaging, and marketing automation. They are accessible in that they tailor the suite to suit the marketing needs of any sized business and pride themselves in having the smartest and most intuitive platform on the market. In 2021, they were named as one of the Top 100 software companies and rated as the best Marketing Automation platform for small to medium businesses.
Skills & Experience
Industry Experience
You will most likely have experience in a similar client engagement or client success role, specifically in the software industry. It will be an asset should you come from the marketing field or an email marketing organization where you have been responsible for representing a comparable product.
Communication & Collaboration
You have excellent relationship management skills working with clients and colleagues, along with the drive to grow and maintain your network. You are able to synthesize complex information from both internal and external sources and communicate these ideas effectively.
Technical
You are confident in your ability to use and navigate the software, while also technical enough to have educated, clear conversations with the IT team on any issues or client feedback.
Background
You have an engineering background or developed IT software expertise with a strong understanding of API (RESTful) technology.
Summary of the Role
Reporting to the Lead Customer Success Engineer, this Customer Success Engineer is responsible for building and uplifting relationships with Sendinblue clients in such an effective manner that these relationships produce references, revenue and reputation for the organization to continue to improve and scale their North American client base. While regularly engaging with diverse stakeholders across Europe, North America and East Asia, you are an advocate for clients, analyzing their goals, soliciting and actioning feedback, suggesting process changes and upgrades, all with a concierge level of sophistication and investment. Your most crucial mandate will be communicating consistently with your clients throughout their lifecycle, escalating important issues where needed. Considering Sendinblue’s presence is fairly new in the North American market, you will work to onboard, retain and grow newly acquired accounts.
At its core, this is truly a relationship building role. Acting as the client’s internal advocate within Sendinblue, you will be providing value far beyond software. As the Customer Success Engineer, you will work to educate your clients, filter feedback and enhance the product, all the while prioritizing quality, reliability and consistency in these relationships. You will maintain a single-minded focus to ensure clients are extracting the most value from their Sendinblue products, while liasing with the product owners and end users to gather, understand, and define business requirements. When feedback is actionable, you will collaborate with Sendinblue’s technical associates to design, test, and deploy solutions which meet the business requirement. By managing clients and coordinating with the product team to build consensus, you will collaboratively build solutions that facilitate client success and eventual growth.
This is a senior position, and will require you to progressively flex your leadership skills as you influence others within your team to effectively impact the change required to realize Sendinblue’s projected growth in North America. As mentioned, you will also work cross-departmentally when required, collaborating with the product and implementation teams as client requests require.
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