Customer Success Engineer
hace 6 meses
**Sobre Enerlink**:
Enerlink es una startup de tecnología que provee soluciones para que las empresas puedan hacer un manejo inteligente de su energía. Contamos con soluciones de gestión, medición inteligente y electromovilidad.
Nuestro equipo combina experiência en desarrollo de software y hardware, IoT, análisis de datos, mercados eléctricos y electromovilidad, lo que nos permite crear soluciones especializadas para los consumidores eléctricos.
**Objetivos del cargo**:
El Customer Success Engineer, debe procurar que los clientes perciban exitosamente el valor de los productos y servicios de Enerlink, a través de la atención consultiva, la resolución de problemas y la gestión oportuna que asegure la correcta operación de nuestras soluciones de software.
**Descripción del cargo y sus funciones**:
**El área de Customer Success **está a cargo de recibir a nuevos clientes, acompañando, guiando y asistiendo en su proceso de adopción del producto, entregando una atención de calidad a lo largo de su ciclo de vida a través de un Customer Journey Map (CJM).
**El Cargo de Customer Success Engineer (CSE)** es responsable de asegurar la operación exitosa de las soluciones de software IOT de Enerlink, monitoreando la operación, identificando, diagnosticando y solucionando problemas de forma temprana, interactuando directamente con el equipo de soporte, el equipo de desarrollo/producto y el equipo comercial. A su vez, el/la CSE debe capacitar y prestar una atención consultiva constante a los clientes, logrando transmitir conceptos complejos de forma simple y clara. El trabajo exitoso de el/la CSE permite lograr la satisfacción y retención de los clientes, así como determinar oportunidades de mejora al producto/servicio entregado por Enerlink
**Funciones del cargo**
- Monitorear de forma constante los sistemas/proyectos IOT (medición inteligente y electromovilidad) en etapa de operación. Reportar KPIs, identificar y diagnosticar problemas de forma proactiva/temprana.
- Administrar la implementación de nuevos proyectos de medición inteligente y electromovilidad, interactuando con áreas internas y con el cliente.
- Gestionar o apoyar proceso de Onboarding y capacitación de clientes
- Apoyar al equipo de soporte en la atención del chat de soporte en vivo
- Apoyar la administración, priorización y resolución de tickets de soporte
- Seguimiento de incidentes y registro en CRM.
- Análisis de casos e identificación de patrones para optimización de sistemas y procesos internos de servicio y/o mejora de productos/servicios.
- Actualización de documentaciones técnica para clientes
- En todo momento entregar un servicio de clase mundial para fidelizar a los usuarios.
**Competencias del cargo**:
- Excelentes capacidades analíticas y de atención al detalle.
- Excelente capacidad para entender problemas complejos y transmitirlos de forma simple a audiencias externas.
- Orientación al trabajo en base a procedimientos.
- Orientación al servicio.
- Agilidad y rapidez para ejecutar tareas repetitivas.
- Agilidad para implementar y utilizar procesos y herramientas tecnológicas.
- Excelente comunicación oral y escrita.
**Requisitos**:
- Ingeniero civil industrial / eléctrico / comercial con 2 a 5 años de experiência laboral.
**Condiciones**:
- Stock options, seguro complementario, trabajo hibrido (presencial / remoto).
- Sueldo acorde a experiência.
**Remote work policy**:
**Hybrid**
This job takes place some days from home and others at the office in Santiago (Chile).
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