Customer Success Engineer, Federal

Location: Washington D.C

Why You’ll Love This Role

The Customer Success Engineer (CSE) acts as a trusted advisor for the customer in achieving customer outcomes, value and success with Cribl solutions. This highly technical role needs to coordinate and strategize across several functions to enable customers to realize continuous value. CSEs must be data-driven to drive efficiency in communicating with all federal and public sector customers.

The CSE must be ready to engage with various technical functions within an organization while also being able to demonstrate the value of Cribl in business discussions with company executives. The goal is to help our customers become successful and enthusiastic Cribl champions throughout the customer journey.

As An Active Member Of Our Team, You Will…

• Act as a trusted/strategic advisor for customers, driving the entire Customer Success lifecycle from onboarding to expansion

• Become the trusted Cribl product expert as customers build out observability pipelines to transform data in their organization

• Establish and maintain relationships with stakeholders and senior management to drive success plans and KPIs at our largest customers

• Communicate effectively to our tech touch customers utilizing our customer success platform to automate our ability to respond using data-driven metrics

• Drive continued and expanded value by expanding usage of existing use cases and identifying new use cases, teams and data sources to reduce, enrich, and route data

• Clear, effective communicator and collaborator working cross-functionally with the Cribl sales, marketing, product, experience, and engineering teams as the voice of the customer

• Keep our customers healthy in their customer journey with Cribl to realize value with their purchase and continue to grow as a customer

• Continually inspire, mentor, and coach team members as an integral piece of the Customer Experience organization

• We are a remote-first company and work happens across many time-zones - you may be required to occasionally perform duties outside your standard working hours

If You’ve Got It - We Want It

• Minimum of 5 years in a related function with direct customer advocacy and engagement experience in post-sales with passion for customer success and empathy for customer outcomes and value

• Experience with Federal or Public Sector organizations.

• GovCloud or FEDRAMP Experience

• Customers first, always mindset with great communication and relationship management skills that can manage customer expectations with empathy.

• Customer facing presentation history in program reviews or similar events

• Direct experience with Observability, Logs, Metrics, IT Operations and Security with a deep understanding of managing data pipelines through the entire data lifecycle

• Proven ability to drive continuous product value by developing new use-cases relating to reducing, reusing, enriching, and routing data to achieve customer outcomes

• Quick learner with good technical and problem-solving skills

Bonus Points/Preferred Qualifications:

• Direct experience with Cribl products or the Administration of Data Engineering platforms (Splunk, Elastic, Datadog, Snowflake, etc.)

• Solid technical understanding of managing customers through Customer Success Platforms such as GainSight

• Working knowledge of major cloud providers (AWS, Azure, GCP)

• Must be able to obtain a US Security Clearance

• Local to the greater Washington D.C. area

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