Implementation Specialist

RONOS Group is looking to add a world-class Customer Success Engineer to help drive our customers' technical success during on-boarding & implementation, as well as support of the Totango Platform.

Your technical mindset combined with a customer-first consulting approach will help you thrive.  Ideally, you have experience either directly in Customer Success Engineering, or with integration, professional services, technical design, and technical consulting.

Your responsibilities:

  • Engage with Customer and Totango technical staff and developers to identify requirements

  • Assist & implement integrations, on-boarding, and deployment

  • Verify the integrated solution with configuration audits and provide long-term support

  • On-board new customers for faster time-to-value

  • Gather customer requirements, systems, data model, and custom metrics

  • Recommend best-practice approaches

  • Assist in other testing / QA activities in support of getting customers live

  • Respond to Customer Support Service Requests and Escalations

  • Maintain high customer satisfaction

  • Assist the Sales teams in setting up prospective customers for success in on-boarding

  • Act as a thought leader and advocate in webinars and blog postings

  • Exhibit diplomacy, tact, and poise when working through customer issues and escalations

What makes you great:

  • Must have experience working with the Totango Platform

  • Strong understanding and experience with SQL foundational databases, APIs, and ETL

  • 3+ years relevant work experience in a customer-facing customer success engineering, professional services, or technical consulting role.  SaaS experience preferred

  • Familiarity with or other CRM platforms

  • Familiarity with Zendesk or other Support platform

  • Self-motivated, proactive team player

  • Strong communication and interpersonal skills

  • Bachelor's Degree or higher in a related technical field 

Brian Norusis