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Customer Success Engineer

Allergan Data Labs

RemoteCustomer Service
SalaryUSD $83,000~$157,500
Role brief

As the  Customer Success Lead - CS Engineering you will report to the Associate Director Customer Success and continuously collaborate with key stakeholders across the business to solve the most critical technical problems.

You Will

  • Provide technical and best practice guidance to customers ensuring they achieve the most value out of our solution

  • Guide customers through onboarding and initial usage of the Allē platform

  • Identify trends in customer requests and product performance and share those trends with internal Product, Engineering and Sales to drive continuous improvement to our products and customer experience

  • Proactively identify risk and adoption blockers and proactively engage to train and enable customer through risk 

  • Conduct product demos for various personas across the customer base, including executive stakeholders

  • Develop and collaborate on customer workshops

  • Become a subject matter expert in our different Allergan Data Labs personas

Required Experience & Technical Skills

  • Bachelor’s degree or equivalent experience

  • 4+ years experience in Customer Success or technical role (technical support, product management, etc) with SaaS experience

  • 3+ years experience providing customer facing training or demos

  • Experience with systems like Salesforce, Zendesk and PlanHat (or other Customer Experience and CRM tools) 

  • API support experience is a plus

  • Excellent written and verbal communication, presentation, and demo skills and ability to be the voice of the customer

  • Proactive, with the ability to work independently and collaboratively with other Customer Success team members as well as cross-functional teams

  • Excellent attention to detail, ability to prioritize, and work on multiple projects simultaneously, in a fast paced environment

  • A positive attitude fostering collaboration

Core Values

  • Be Humble: You're smart yet always interested in learning from others.

  • Work Transparently: You always deal in an honest, direct, and transparent way.

  • Take Ownership: You embrace responsibility and find joy in having the answers.

  • Learn More: Through blog posts, newsletters, podcasts, video tutorials, and meetups, you regularly self-educate and improve your skill set.

  • Show Gratitude: You show appreciation and return kindness to those you work with.

Perks 

  • Competitive salary. 

  • Competitive annual bonus targets. 

  • 401k with dollar for dollar match, up to 6% of eligible earnings (base, bonus).  Plus additional company contribution. 

  • RSU grants (Long Term Incentives) for approved roles. 

  • Comprehensive medical, dental, vision and life insurance. 

  • 17 paid holidays per year, including 3 floating holidays. 

  • Annual Paid Time Off (PTO), with separate sick days.

  • 12 weeks paid Parental Leave.

  • Caregiver Leave.

  • Adoption and Surrogacy Assistance Plan.

  • Flexible workplace accommodations. 

  • Attend AWS Re:Invent in person (Las Vegas) or virtually each year for approved roles.

  • Tuition reimbursement. 

  • A MacBook Pro and accompanying hardware to do great work. 

  • A modern productivity toolset to get work done: Slack, Miro, Loom, Lucid, Google Docs, Atlassian and more. 

  • Generous discounts on SkinMedica skin care products.