Technical Customer Success

• As a Customer Success Engineer, you'll play a pivotal role in managing the end-to-end customer journey: from onboarding new clients through to driving the ongoing success of mature accounts. Strong project management skills are at the core of this role: you'll keep onboarding on track, coordinate across teams, and ensure every milestone is delivered to a high standard. You'll be the trusted partner who ensures customers realize continuous value from the SynaptiQ platform, combining a proactive approach to account management, sharp issue detection, and a genuine commitment to platform and service improvement.
• This role is a blend of project management, relationship-building, analytical rigor, and hands-on problem-solving. You'll own customer outcomes, spot risks and opportunities before they surface, and act as the connective tissue between clients and our internal teams. A key part of this is understanding customer requirements and think critically about how best to address them within SynaptiQ, balancing customer needs with what the platform brings value.
• **What you'll be doing: **
• **Account Management **
• - Manage 5 to 15 mature customer accounts simultaneously, monitoring their KPIs and periodically evaluating the success and value they're getting from SynaptiQ.
• - Maintain and build long-term customer relationships, ensuring ongoing satisfaction and aligning services with each client's business goals.
• - Identify opportunities for upselling and cross-selling that deepen customer engagement and value.
• - Define and report on success metrics for each account — including customer satisfaction scores, retention rates, and revenue generated from expansion.
• **Issue and Opportunity Detection **
• - Continuously monitor customer health metrics to identify critical patterns and trends.
• - Proactively address potential issues before they escalate, and surface opportunities for further engagement and improvement.
• **Client Onboarding **
• - Manage 1 to 3 onboarding projects at a time, tailoring the process to each client's unique needs and guiding them toward becoming a mature, self-sufficient customer.
• - Ensure a seamless and effective integration of new clients onto the SynaptiQ platform.
• **Training and Enablement **
• - Conduct comprehensive training sessions and webinars so clients become proficient with the SynaptiQ platform.
• - Develop user guides and training materials tailored to client needs.
• - Foster customer advocacy by creating case studies and testimonials and facilitating customer references that highlight the success and value of the platform.
• **Collaboration and Continuous Improvement**
• - Work collaboratively within the Customer Success team and across Presales, Support, and Development.
• - Contribute to the ongoing growth and improvement of the platform and services by channeling real customer insight back into the organization.

Customer Success Engineer managing client relationships and onboarding for SynaptiQ platform

Customer Success Engineer

Customer Success Engineer responsible for managing customer journeys and onboarding for SynaptiQ platform. Fostering relationships and ensuring client satisfaction and ongoing platform value.

• Monitor regulatory changes and updates, assess their impact on the organization, review, interpret and document Gas Distribution updated regulatory requirements and advise Senior Leadership of regulatory updates.
• Participate in industry forums to monitor and provide guidance on regulatory rulemakings, enforcement issues, and concerns impacting the gas distribution industry.
• Maintain comprehensive knowledge of regulatory requirements to advise and guide the organization effectively (e.g. Advisory Bulletins, FAQ’s, Interpretations, Enforcement Guidance and Enforcement Actions); develop and implement regulatory strategic initiatives in collaboration with other Business Units.
• Develop and implement necessary adjustments to pipeline compliance programs, policies, and procedures and collaborate with cross-functional teams to integrate compliance requirements into processes.
• Support state and federal audits and assessments as subject matter expert to ensure adherence to regulatory requirements; identify gaps and areas for improvement; and prepare and respond to regulatory requests for information from PHMSA and state pipeline safety regulators.
• Educate employees on compliance requirements, best practices, and the importance of maintaining regulatory standards.

Technical Manager leading regulatory compliance efforts in Gas Distribution.

Technical Manager – Regulatory Engagement

Technical Manager overseeing federal and state pipeline safety compliance in Gas Distribution. Leading initiatives, educating employees, and collaborating with various business units.

TechnicalCustomer Success jobs in North Carolina

See all jobs on JobTailor

Customer Success Engineer

Technical Manager – Regulatory Engagement