Senior Services Engineer - Post-Sales Customer Success

About the role

This role provides expertise in sustained customer success and growth after sales, covering training, professional services, technical support, renewals, retention, expansion and customer advocacy with a digital focus. It impacts departmental operations and involves planning and execution of activities within a defined operating discipline, with some autonomy and guidance.

Key responsibilities

• Manage project delivery to ensure high-quality outcomes and address customer concerns promptly.
• Install, configure, customize and upgrade APM solutions and provide technical support for APM projects.
• Adapt standard system architectures to customer needs, develop technical design specifications and drive standardization and reuse of existing solutions.
• Develop work breakdown structures and estimate effort for technical activities.
• Gather functional requirements from stakeholders and document them clearly.
• Collaborate with Project Managers, Services Consultants, Product Development, Commercial teams, partners and integrators, and follow change management processes.
• Support projects across their full lifecycle, keeping delivery aligned with budget, timelines and customer expectations.

Required profile

• Bachelor's degree or equivalent (High School Diploma/GED and 3+ years of progressive software services experience).
• At least 6 years of client-facing consulting focused on technical configuration, database use.NET development or software implementation.
• Able to lead small projects of 1-3 team members and to travel to work with customers when required.
• Strong spoken and written English; excellent problem-solving and analytical skills.

Required skills

• Software analysis, design, methodology and architecture; Microsoft Visual Studio and development tools.
• Databases: SQL and Oracle, including DDL/DML, stored procedures and basic backup and restore.
• Delivery methodologies: iterative, waterfall and Agile; familiarity with Lean.
• Plus: SQL Server Reporting Services and Analysis Services, AWS Certified Cloud Practitioner, and EAM systems such as SAP, Maximo or Oracle EAM.

What we offer

• Relocation assistance provided.