Remote Success Architect

Summary

Join Files.com as a Customer Success Engineer on a remote-first team to master the technical features of their platform, demonstrate value to clients, and build relationships. You'll receive full health insurance coverage, 401(k) with matching, 11 company holidays, and 20 PTO days.

Requirements

• You have the technical experience to be a customer support engineer but also the business acumen to understand a client's business needs
• You are Interested in project management and implementation
• You have excellent written and verbal communication skills, and have real world experience deploying those skills
• You bring a top-notch customer demeanor, including patience, understanding, and empathy
• You can learn a process and then add to that process. For example, you can learn to use our knowledge base and playbook articles, and then contribute to make them better
• You are known for being smart and getting things done. When you take on a project, your team knows you will handle it effectively and efficiently
• You have a general understanding of a SaaS environment, including some experience (not necessarily expertise) with several of the following technologies: web applications, networking, internet communication protocols, APIs and/or programming languages, file integration tools and platforms (e.g., AWS, SharePoint, Zapier), and single sign-on tools (e.g., LDAP, Azure AD, Okta)

Responsibilities

• Mastering the technical features of Files.com
• Demonstrating platform value but not responsible for 'closing' clients or upselling in any way
• Working with clients to ensure they are getting as much value as possible from their investment with Files.com
• Building relationships with key clients
• Understanding client usage and determining ways they can further utilize the Files.com platform
• Responding to customer-initiated interactions such as phone calls and emails (one-on-one communication)
• Demonstrating underutilized features for clients
• Taking a high-touch approach to success, encouraging frequent interaction with customers

Benefits

• Full 🏥 Health/Dental/Vision Insurance coverage (plus 75% of Spouse/Family coverage too)
• ���� 401(k) with generous matching
• ���� 11 Company Holidays per year
• ���� 20 PTO/Vacation days, plus we give employees off for Winter Break at the end of the year!
• Company Macbook Pro
• $1,000 sign-on bonus as a welcome to Files.com