Note: The job is a remote job and is open to candidates in USA. Opsera is a company focused on continuous orchestration for modern DevOps teams. They are seeking a Senior Customer Success Engineer to lead customer onboarding, foster relationships, and ensure clients maximize the value of Opsera's DevOps platform.
Responsibilities
- Lead the onboarding process for new customers, ensuring a smooth and successful implementation of Opsera’s DevOps platform
- Work closely with customers to understand their goals and challenges, and guide them in maximizing the value of Opsera within their unique environment
- Develop and nurture strong relationships with key customer stakeholders, including C-level executives, DevOps teams, and IT leaders
- Conduct regular check-ins and business reviews to assess customer satisfaction, address concerns, and identify opportunities for additional value delivery
- Provide proactive guidance and recommendations to clients, ensuring they optimize the use of our DevOps solutions to achieve their goals
- Develop and implement customer education programs to enhance user proficiency and promote best practices
- Work closely with the training team to create documentation, tutorials, and other resources to empower customers
- Define and track key customer success metrics to measure and report on the overall health of the customer base
- Provide regular updates to leadership on customer success initiatives, challenges, and opportunities
- Collaborate with customers to establish and track success criteria and key performance indicators (KPIs)
- Troubleshoot and resolve customer issues, working closely with the technical support and product teams when needed
Skills
- 3-5 years of experience in customer success, with a focus on DevOps
- Strong understanding of DevOps principles and practices
- Excellent customer relationship and communication skills
- Ability to work independently and as part of a team
- Strong analytical and problem-solving skills
- Bachelor's degree or Master's Degree
- Experience working on Linux-based infrastructure
- Experience working on Jenkins
- Experience with Github Actions pipelines / Gilab Runners
- Experience working on security tools like sonar and Coverity is an added advantage
- Previous experience in creating and deploying CI/CD tools and is sound on the CI/CD architecture
- Working knowledge of various tools, open-source technologies, and cloud services
- Awareness of critical concepts in DevOps and Agile principles
- Setting up tools and required infrastructure
- Experience on IAC (Infrastructure As Code) Terraform
- Experience on Deployment tools like Argo/Octopus
- Knowledge of Kubernetes and AWS cloud are added advantage
- Deep understanding of Git internals, command-line usage, and Git best practices
- Experience with customer relationship management (Salesforce CRM) software
- Experience with customer success metrics and reporting
- Experience with DevOps tools and technologies
- Experience with Customer Success Platforms
Company Overview
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