• Serves as a single point of contact for technical consultation, for a designated customer base
• Provides consulting service to customers, developing technical, tactical and strategic plans, related to systems definition and feasibility determination
• Proposes and implements system enhancements, assessing the compatibility and integration of products/services proposed to ensure an integrated architecture across interdependent technologies
• Provides escalation coverage for dedicated customer base
• Responsible for adhering to company security policies and procedures and any other relevant policies and standards as directed
Career Level Summary
Requires working knowledge and experience in own job discipline and broadens capabilities
Continues to build knowledge of the company, processes and customers
Performs a range of assignments related to job discipline
Uses prescribed guidelines or processes in analyzing situations
Receives a moderate level of guidance and direction
Key Responsibilities
Responsible for collaboration with implementation teams with your assigned customers new builds
Responsible for customer technical documentation: environment runbooks; AMGs and DMGs; architecture diagrams; post sales high level design as part of implementation process
Responsible for participation and collaboration with CSMs at; ASRs; QBRs; MSRs; creation and implementation of churn mitigation strategies; implementation calls for assigned customers
Informed on all technical support activities for assigned customers, including maintenance planning/execution, disaster recovery testing, security and compliance auditing,
Responsible for operational health activities: capacity management, performance review, operational review, risk identification and remediation, assistance with technical migrations and customer environment documentation Customer Success Engineer II Global Job Code:
Other Incidental tasks related to the job, as necessary. May lead technical projects with manageable risk, that improve customer experience
P1 technical support including 24 x 7 on call as required
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