We are seeking a highly motivated Customer Success Engineer to serve as the primary technical and operational liaison between the organization and its customers throughout the entire engagement lifecycle from solution introduction and onboarding to implementation, operations, and contract completion.
The role combines technical expertise, project coordination, and customer relationship management to ensure the successful adoption, integration, and operation of digital platform services and smart solutions. The Customer Success Engineer will collaborate with internal teams, external vendors, government entities, and customers to deliver scalable, secure, and high-performing solutions aligned with business objectives.
Key Responsibilities
Customer Engagement & Business Support
- Act as the primary point of contact for customers throughout the full engagement lifecycle, ensuring a smooth transition from onboarding to operations.
- Support business development initiatives by assisting in product demonstrations, workshops, and technical presentations for digital platform services and smart solutions.
- Collaborate with business teams to develop tailored value propositions and technical solutions that address specific customer and sector requirements.
- Support account management activities by maintaining strong relationships with key stakeholders.
- Assist in the preparation of technical proposals, solution architecture documentation, and engagement strategies.
Solution Implementation & Project Management
- Oversee the design, implementation, and operational management of platform services supporting smart solutions.
- Coordinate with internal teams, vendors, regulators, government entities, and customers to ensure smooth delivery and implementation of solutions.
- Monitor project progress and provide regular updates to leadership and key stakeholders regarding project status, milestones, and operational performance.
- Lead and support the technical onboarding process for solution providers and vendors integrating with the platform.
- Ensure seamless integration between platform services and third-party solutions through coordination with engineering and integration teams.
- Develop structured onboarding plans and schedules for efficient vendor and use-case onboarding.
- Prepare meeting minutes, documentation, and follow-ups for workshops, stakeholder meetings, and project reviews.
- Coordinate logistical requirements for consortium partners and stakeholders during project engagements.
Platform Operations & Service Management
- Lead the implementation, operational monitoring, and ongoing support of platform services used by smart solutions and partners.
- Define and implement tracking tools and operational frameworks to monitor platform service performance and service adoption.
- Maintain alignment between the central platform architecture and external solution developers to ensure consistency and interoperability.
- Evaluate operational workflows and recommend improvements to optimize efficiency, scalability, and service delivery.
- Provide periodic operational reports and service performance updates to stakeholders and solution providers.
Required Skills & Qualifications
Experience
- 24 years of experience in the IT industry, preferably within cloud, digital platforms, or enterprise solutions.
- At least 2 years of experience in a technical solution, system engineering, or solution architecture role.
- Experience managing end-to-end project or product lifecycles in a technical capacity.
Technical Expertise
- Strong experience with cloud technologies and hosting environments, including:
- Private and Public Cloud
- IaaS, PaaS, and SaaS platforms
- Experience designing Microsoft-based cloud solutions, particularly using Microsoft Azure.
- Knowledge of identity and access management technologies, including:
- SAML
- OAuth
- OpenID Connect (OIDC)
- Multi-Factor Authentication (MFA)
- Role-Based Access Control (RBAC)
- Familiarity with cloud security best practices, including:
- Encryption (at rest and in transit)
- Tenant isolation
- Key management
- Vulnerability assessments
- Application firewalls
- SIEM platforms
- Experience working with mission-critical systems with disaster recovery (DR) capabilities.
Business & Professional Skills
- Strong project coordination and stakeholder management abilities.
- Experience working with cross-functional teams including engineering, infrastructure, operations, and information security.
- Solid business acumen and financial awareness, including solution planning and cost estimation.
- Excellent communication and presentation skills with the ability to present complex technical solutions to diverse audiences.
- Proven ability to manage challenging stakeholders and complex project environments.
- Experience mentoring or supporting team members is an advantage.
Preferred Qualifications
- Experience working in smart city, digital platform, IoT, or large-scale enterprise solutions environments.
- Certifications related to cloud platforms (Azure), project management, or solution architecture are highly desirable.
