Startup Careers

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Customer Success Engineer at Nyansa
United States of America
Nyansa is a fast-growing innovator of advanced IT analytics software technology based in Palo Alto, California. Founded in September 2013 by technology professionals from MIT, Meraki, Aruba Networks and Google, Nyansa is credited with developing the first cloud sourced, network analytics system, called Voyance.
 
We embrace simplicity and take following to heart on everything we do:
"Any intelligent fool can make things bigger, more complex, and more violent. It takes a touch of genius -- and a lot of courage -- to move in the opposite direction." - Einstein
 
We are looking for a Customer Success Engineer to join our small but fast growing Customer Success team. Nyansa is a rapidly growing organization looking for self-motivated candidates who are seeking career growth in a dynamic market.  Our product is focused on improving the end user experience by helping IT staff gain new insights into client access conditions, network service behavior and enterprise applications issues that impact user performance. The company is well funded and provides competitive compensation package, stock options, benefits, catered lunch, and a fun work environment.
 
The Customer Success Engineer will work with the Customer Success team to onboard new customers and build long term relationships with our customers. Our high touch model of customer success involves working directly with our customers on their deployment and ongoing usage of our software. Customer Success Engineers drive monthly engagement calls, configure and troubleshoot integrations, drive renewals and expansions, and work with product management to innovate and grow the product through a direct relationship model.

Successful candidates should

    • Work well as part of a fast paced remote team environment
    • Create meaningful relationships with customers
    • Have a solid background in WiFi and edge networking
    • Enjoy talking to customers on a daily basis
    • Be able to explain complex analytical systems
    • Have the desire and ability to drive renewal and expansion sales opportunities

This role involves

    • Up to 40% travel to customer sites, Nyansa headquarters, and tradeshows
    • Ability and desire to work from home with a quiet professional appearing office and access to high speed internet capable of screen sharing and video conferencing
    • Working with customers via video conferencing on a daily basis
    • Working with varied customer Enterprise networks and using our analytics solution to assist customers in addressing their issues
    • Solving technical WLAN/LAN problems and debugging common connectivity and integration issuesTraining teams and individuals on the use and configuration of our software both remote and in person
    • Managing customer relationships through driving attendance to recurring meetings
    • Learning new features and products quickly and understanding how to position and pitch them to customers and prospects
    • Write and maintain documentation and guides
    • Extensive note taking and follow up action item diligence
    • Working with field sales and sales engineering to take customers from pre to post sales onboarding

Requirements

    • Proven track record of creating lasting relationships with customers
    • 5 years WLAN and LAN operations and installation experience (CWNE, CCIE Wireless, ACMX preferred)
    • Bachelor's degree preferred in related field (extensive work experience may be substituted)Demonstrated effective written and oral communication skills to peers and senior level executives
    • Above average self motivation, organization, and collaboration skills