Customer Success Engineer

4 weeks ago

Limerick, Limerick, Ireland Kneat Solutions Full time

Customer Success Engineer - Malaysia (Kuala Lumpur)

Kneat enables regulated organizations to move from paper-based validation to intelligent, digitized, paperless solutions. And we do it through the ongoing development of a powerful, purpose-built software platform. In 2014, after 8 years of intensive software development, we launched the world's most advanced validation software to help revolutionize the speed, precision, transparency and intelligence of validation in the Life Sciences sector. The solution is now used by some of the world's leading Life Sciences companies.

As Kneat continues to expand, we are looking for an enthusiastic Customer Success Engineer to join our Customer Success Engineering Team.

Position Summary

The Customer Success Engineer (CSE) will assist customers with their Kneat Technical Journey and specifically any technical items that may be hindering solution adoption and expansion. The CSE will be key in the transfer of information from the customer to the product team for future feature development.

We are seeking a technical, customer-oriented engineer to guide customers on their success journey with the Kneat application – enabling full business value and achieving all required technical and solution deliverables for our customers.

Primary Responsibilities

  • Ensuring Kneat's customers get maximum value from the Kneat solution
  • Pre- and post-sale solution support to global sales team and potential customers
  • Customer and partner training on use and configuration of the Kneat system
  • Subject Matter Expert for Kneat's technology and its customer applications
  • Identify areas of business process improvement designed to enhance the Kneat product and its delivery capability, leading to enhanced overall customer satisfaction
  • Work closely with the sales team on account strategy and identifying additional opportunities in existing accounts
  • Ensuring the success of customer pilots through effective process mapping and training
  • Work with customers to convert their use cases for the application in to features for the internal Product team to develop
  • Support all relevant Kneat departments to assist with design and introduction of product enhancements and new features
  • Travel to client sites may be required from time to time
  • Additional duties and projects as assigned.

Essential Criteria
  • Degree in relevant discipline, (Engineering or Science)
  • Relevant experience in the Life Sciences Industry
  • Strong stakeholder/customer management skills
  • An understanding of project management and processes such as Validation (including computer system Validation), Manufacturing and Quality management
  • Excellent communication skills, both verbal and written
  • Strong organisational, time management and problem solving skills
  • Must have a positive nature, can-do attitude and be a team player
  • Customer orientated and capable of acting on own initiative

Nice to Haves
  • Ability to speak/write in a second language

What We Offer You

At Kneat, we truly value ideas and collaboration so we've created an environment that builds, protects and celebrates teamwork. Our strong culture is central to our continued success.

We offer programs and rewards that one would expect from a highly successful and growing technology company:
  • A fantastic culture, team, energy, and a high-growth successful company
  • Competitive salary and benefits
  • Flexible work arrangements
  • Health benefits
  • Training & professional development

We invite interested applicants to share their resume and cover letter.

All applicants will need to fulfill the requirements necessary to obtain a background check.

Reasonable Accommodations Statement: To perform this job successfully, an individual must be able to perform the aforementioned duties and responsibilities satisfactorily. Reasonable accommodations may be made to enable qualified individuals with disabilities to perform these essential functions. Kneat is an equal opportunity employer.
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