Customer Success Engineer – Experimentation Platform
Spotify
Amazon RedshiftBigQueryGoogle Cloud PlatformJava
Customer Success Engineer
Duffel
full-time
Posted on:
Location Type: Hybrid
Location: London • 🇬🇧 United Kingdom
Visit company websiteJob Level
Mid-LevelSenior
Tech Stack
SQL
About the role
- Communicate proactively with strategic customers as their primary point of contact at Duffel, keeping the customers engaged and maximizing the use of our services and solutions.
- Manage the implementation process with a subset of Duffel customers as they build a travel experience on top of Duffel’s fulsome API tools.
- Answer product questions and resolve API issues via email, slack, and zoom.
- Support the Duffel sales team on technical review calls with prospective customers.
- Maintain deep technical knowledge of the Duffel platform to educate customers on best practices.
- Establish and manage best practices to onboard and engage customers with sound and robust processes.
- Develop KPIs with each customer to measure and optimize business and technical performance.
- Analyse customers’ needs and advise how they can use our APIs to better meet them.
- Champion product needs within Duffel to inform our technology strategy and roadmap.
Requirements
- Bachelor’s degree in Data Science, Business Analytics, Statistics, Computer Science, or a related technical field.
- 5+ years in tech support helping enterprise customers use a RESTful API product.
- Experience integrating APIs, debugging integration issues, writing scripts and SQL queries.
- Ability to read (and ideally write) code in multiple programming languages.
- Track record of expeditiously answering and solving product related questions.
- Eager to embrace the culture and objectives of a fast moving startup.
- Able to handle diverse responsibilities and work independently to achieve desired results; have sound judgment and business acumen.
- Excellent communication skills with ability to express complex business and technology issues in a clear way.
- Operational mindset: you’re eager to build processes for yourself and the team to maximize productivity.
- Strong analytical skills: you enjoy digging into data to find insights and drive decisions.
- Experience working in cross-functional teams and continuously delivering feedback to shape product roadmap and influence sales strategy.
- Track record of engaging effectively with customer staff of all career levels.
- A plus: Knowledge of travel technology - specifically airline and/or hotel distribution systems.
Benefits
- We’re dedicated to your personal growth.
- Comfortable physically and a supportive environment.
- Everyone who joins Duffel owns a share of the company.
- Equal opportunities employer.
Applicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard skills
RESTful APIAPI integrationdebuggingSQLscriptingprogramming languagesdata analysisKPI developmenttechnical supportcustomer onboarding
Soft skills
communicationproblem-solvingindependencejudgmentbusiness acumenanalytical skillsprocess buildingcross-functional collaborationcustomer engagementadaptability