Customer Success Network Engineer

Founded in 2004, NetBrain is the leader in transforming network operations through automation. Its ground-breaking automation platform leverages the power of dynamic maps to provide CIOs and network teams with end-to-end network visibility while enabling adaptive automation across the organization’s physical, virtual and software-defined networks. Today, over 2,300 of the world’s largest enterprises and managed services providers leverage NetBrain’s platform to automate network documentation, troubleshooting, and change management.

“NetBrain’s success is due to our people, and over the years, we have been fortunate to attract top talent because of our unique culture and exciting mission to transform the network management industry.” - Lingping Gao, Chairman and Chief Executive Officer of NetBrain

Who We Are

NetBrain is an automation platform that leverages the power of dynamic maps to provide network teams end-to-end network visibility while enabling automation across the entire network. Today, over 2,000 of the world’s largest Enterprises and Managed Services Providers use NetBrain’s platform to provide visibility and automation during troubleshooting and network changes.

What We Need

The Customer Success Engineer (Digital Customer Success Manager) is a key member of the Post Sales organization. You have a networking background and an understanding of the troubleshooting process in a mission critical environment. You have a strong interest in a customer facing role; listening to customers, and persevering to assist customers in achieving their goals with NetBrain automation.

Who You Are

• Current or past experience working in a NOC, or a complex enterprise network environment; (ISP, Cloud provider, MSP, Systems Integrator)
• 2 to 4 years in customer facing role; as a Support Engineer/ Network Engineer/ Technical Project Management / Post-Sale Engineer / Delivery Manager
• Network Certification Strongly preferred; i.e CCNA, CCNP, JNCIA, JNCIP Have some experience in Windows or Linux administration a plus.
• Must possess a high level of customer service skills. Proven ability to work independently and meet aggressive deadlines. Focus on outcomes rather than tasks.
• Experience with E2E customer facing engagement in Global 5000 customers
• Excellent customer facing skills: training, coaching, time management (managing many concurrent customers) conflict resolution and ability to creatively explain and present complex concepts in an easy to understand manner
• Strong written and verbal communication skills in English, as well as business and technical acumen
• BA/BSc degree in Software Engineering, Computer Science or equivalent experience

Nice to have

• Experience with any customer success tool a plus, Gainsight, Marketo etc.
• Experience in customer relations, communication, project management etc

What You’ll Do ‘

• Engage and evangelize relevant NetBrain use cases to customer portfolio (assigned group of customer accounts)
• Directly help customers achieve automation value/use cases with NetBrain
• Partner with services, support, R&D organization to ensure customer adoption of automation
• Develop and execute customer success plans with customers.
• Work with our Customer Success tools to deliver low touch/tech touch method to interact with our customers
• Train and coach customers to a successful on-boarding process and ongoing usage
• Collaborate with sales on accounts, identify opportunities for expansion