Customer Success Engineer (Technical Account Manager) - West Coast

Job Description

Moogsoft is the creator of Moogsoft AIOps - a next-generation approach to IT Operations and Analytics driven by real-time machine learning. Moogsoft helps customers deliver consistently excellent customer experiences, regardless of the underlying complexity or dynamic nature of the supporting infrastructure. Moogsoft is unique in the AIOps space as being the only pure play AIOps vendor whose go to market is Product Led Growth. Moogsoft is seeking an experienced CSM/TAM with an extensive background in ITSM and ITOM. You will be part of a high performing Customer Success team who work and collaborate remotely to provide expert guidance and consulting to ensure successful adoption, expansion, and retention of our global customers. You are passionate about providing expert advice and guiding your customers through successful adoption. The ideal candidate is a self-motivated, continual learner with a proven track record in professional services who thrives in a fast-paced, evolving environment. We are seeking someone to be located on the West Coast of the US.

You Will

• Possess the following skills: Problem solving and resolution, expectation setting, Strong communicator (listening & seeking to understand), level headedness, technical knowledge, empathy, grit (tenacity)
• Own the customer journey – developing success plans and guiding your customers to adopt, expand, and ultimately renew
• Provide process and product adoption advisory for customers in support of pre-sales, post-sales and renewal processes
• Mentor and train customer’s technical & process champions
• Participate, and prepare for Quarterly Business Reviews with customers
• Provide Moogsoft product management and engineering teams with customers’ feedback to help identify friction points and new features
• Develop and expand excellent technical knowledge of Moogsoft products
• Lead and/or participate in discovery sessions with customers, pre-sales engineers, and other Moogsoft teams to understand the customer's business objectives and system requirements
• Provide consultative guidance to customers to help them understand and achieve rapid time to value from their Moogsoft solution
• Work with Moogsoft engineering and professional services to design the solution that best meets the customer's requirements
• Provide expert guidance and adoption services
• Work remotely with customers, both individually and in teams
• Work with C-level executives and their leadership team ensuring customer satisfaction and retention Present and articulate advanced product features, benefits, and overall product solutions
• Travel/visiting customers on-site as needed

You Have/Are

• A technical degree - B.S. in Computer Science or a related field
• Experience leading workshops to discover and document business processes and workflows
• A focus on business services management and business outcomes
• The ability to assist customers during their process transformation/improvement to support our AIOps model
• Extensive ITSM/ITOM domain knowledge
• Experience configuring and/or integrating with ITSM solutions such as BMC Remedy, ServiceNow, Cherwell, and CA
• Comfortable in the dynamic atmosphere of a technical organization with a rapidly expanding customer base
• Strong presentation skills and can communicate professionally in written responses to emails, customer interactions, and when submitting reports
• Organized and analytical, able to eliminate obstacles through creative and adaptive approaches
• Ability to communicate and influence across all levels of an organization – team managers, department leaders, company’s executives

Moogsoft Perks & Benefits

• Unlimited vacation and sick day policy
• Competitive salary, 401(k) plan and equity to all employees
• Attractive benefits package, including health and dental coverage
• Opportunity for career development in a fast-paced, progressive company

Moogsoft is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination and harassment against employees, applicants for employment, individuals providing services in the workplace pursuant to a contract, unpaid interns and volunteers based on their actual or perceived: race, religious creed, color, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status (including registered domestic partnership status), sex and gender identity and gender expression (including transgender individuals who are transitioning, have transitioned, or perceived to be transitioning to the gender with which they identify), age (40 and over), sexual orientation, Civil Air Patrol status, military and veteran status and any other consideration protected by federal, state or local law (collectively referred to as "protected characteristics"). Apply for this job