Customer Success Engineer

Summary

Join Wrike as a Customer Success Engineer and play a critical role in helping our customers maximize the value of our work management platform. You will work directly with customers, driving product adoption, increasing satisfaction, and identifying growth opportunities. This involves understanding customer needs, providing strategic guidance, and ensuring they achieve desired outcomes using Wrike. The role requires strong product expertise, customer-centricity, and excellent organizational skills. You will act as a strategic advisor, manage complex engagements, and lead customer escalations. Wrike offers a comprehensive benefits package, including health coverage, parental leave, flexible time off, and a supportive work environment.

Requirements

• 2+ Years of Experience: Proven experience in Customer Success, Technical Account Management, Account Management, Solutions Consulting or similar customer-facing role, preferably within the SaaS industry
• Customer-Centric Mindset: A strong focus on understanding customer needs and delivering value to help them achieve their goals
• Discipline and Organization: Exceptional organizational skills with the ability to manage large volumes of activities efficiently, ensuring that both quality and quantity of engagement are maintained
• Curiosity and Learning: A high degree of curiosity and a willingness to continuously learn and grow in your role
• Ability to communicate written and orally in English

Responsibilities

• Provide advanced product-level expertise, showcasing how/why to setup key workflows/integrations/automation
• Proactively communicate new features and best practices, ensuring customers are leveraging the full capabilities of Wrike
• Lead efforts to drive product adoption, conducting training sessions, and workshops tailored to customer needs
• Assess and address gaps in deployment and best practices, translating them into strategic action plans for improvement
• Ensure customers achieve operational excellence by fully adopting and optimizing new features
• Act as a strategic advisor, influencing key stakeholders at various levels, including C-suite executives
• Manage complex customer engagements, collaborating with account teams to develop and execute high-touch delivery strategies
• Lead customer escalations, coordinating with internal teams and resources to ensure timely and effective resolution

Preferred Qualifications

• Digital Engagement Experience: Experience in driving digital engagement campaigns is a plus
• Business Acumen: Solid understanding of business processes and negotiation, particularly in an enterprise customer context, as well as having a data driven mindset

Benefits

• Comprehensive Health Coverage: Enjoy medical, dental, and employer-paid vision insurance
• Security & Support: Benefit from life insurance and employer-paid short- and long-term disability
• Financial Well-Being: Build your future with our 401(k) plan featuring an employer match along with FSA/HSA benefits
• Generous Parental Leave: Cherish every moment with 18 weeks of leave for birth mothers and 4 weeks for non-birth parents
• Community Connections: Engage with our vibrant Wrike Employee Resource Communities (WERC) to connect, grow, and thrive
• Flexible Time Off: Our flexible time off (FTO) policy empowers you to balance work, personal matters, and well-being on your own schedule
• Home Office Support: Enjoy a $500 Working-from-Home stipend to create a comfortable and productive home office
• Celebration & Service: Enjoy 11 paid holidays and 2 volunteer days to rest, recharge, and give back