Customer Success Engineer

Key Responsibilities

• Account Ownership & Technical Guidance: Own and manage accounts while providing day-to-day technical guidance for customers' DevOps setups in India.
• GCC Support: Serve as a trusted advisor and strategic partner for global customers operating Global Capability Centres (GCCs), leveraging proximity to tech hubs like Bangalore for in-person interactions.
• Consultative Expertise: Act as a consultative technical expert, providing tailored advice to drive Copado adoption, optimize complex release processes, and minimize risk.
• Success Planning: Independently develop and execute success plans with customers, ensuring long-term business impact and continuous value realization.
• Quarterly Business Reviews: Conduct in-depth Quarterly Business Reviews (QBRs) analyzing DORA metrics (Deployment Frequency, Lead Time, etc.) to demonstrate ROI and process improvement.
• Value Articulation: Clearly articulate Copado’s value proposition, aligning features and capabilities to enterprise customer needs in a consultative manner.
• Cross-functional Collaboration: Collaborate cross-functionally with Sales, Professional Services, Product, and Engineering to deliver seamless customer experiences and drive successful adoption.
• Risk Mitigation: Identify key barriers to success and proactively provide prescriptive solutions to optimize team efficiency, mitigate risks, and enhance release strategies.
• Escalation Management: Take ownership of customer escalations, ensuring swift issue resolution and long-term preventive strategies.
• Account Growth: Identify technical gaps where Copado solutions can add value, collaborating with Sales to expand the platform's footprint .