Customer Success Engineer

Narvar is Growing! We are hiring a Customer Success Engineer to support and scale our customer base. This role is ideal for self-motivated problem solvers who are eager to learn and take initiative. You’ll work with our amazing Customer Success team and report directly to our Customer Success leaders.

Our Customer Success Engineers are product experts who collaborate with industry-leading brands to ensure their success on the Narvar platform by implementing solutions, you will demonstrate the value of Narvar’s solution at every step of the customer journey. If you have technical expertise, love solving customer problems, and enjoy driving value and adoption through scalable efforts, this role is perfect for you!

The role focuses on delivering technical expertise, and ensuring the solutioning delivers maximum value for Narvar’s customers. Success in this role requires balancing technical proficiency, project management skills, and exceptional customer engagement.

Day-to-day

• Technical Expertise:
  • Develop a deep understanding of clients' technical environments, infrastructure, and systems.
  • Provide technical guidance, solution, and implementation to optimize the client’s use of Narvar’s offerings.
  • Utilize API integration experience to deliver complex implementations for multi-locales/brands.
  • Offer workarounds and out-of-the-box solutions to resolve customer challenges effectively.
  • Proactively monitor technical health of the account and different integrations to ensure business continuity.
  • Provide advice to ensure customers successfully integrate Narvar’s solutions and maximize time-to-value.
  • Manage onboarding, including requirements gathering, project planning, and stakeholder management.
  • Communicate proactively and clearly with customers and internal teams to establish credibility and ensure on-time delivery.
• Program Management:
  • Lead multi-phased programs, monitoring project quality, timelines, and risks.
  • Use tools like project plans, status reports, and risk management strategies to deliver high-quality, in-scope, and on-budget projects.
  • Effectively identify optimizations and scope changes, partnering cross-functionally to ensure deliverables are met.
  • Manage multiple customer engagements simultaneously, delivering exceptional customer experiences.
  • Drive resolution of escalations by collaborating with internal and external stakeholders.
  • Conduct portfolio reviews to assess risks and opportunities, enhancing the overall customer experience.
• Services Skills:
• Stay updated on Narvar’s SaaS products, features, and industry best practices.
• Assist leadership in identifying critical gaps and driving process adoption to achieve KPIs.

What we’re looking for

• Experience in managing integration projects involving APIs.
• Strong program management skills, including the ability to handle complex implementations.
• Excellent communication skills, both verbal and written, to build credibility with customers.
• Proven ability to manage multiple projects and escalations simultaneously.
• Familiarity with SaaS solutions and a strong understanding of retail or e-commerce industries
• 5+ years of experience in customer-facing roles such as enterprise-level software implementation, technical account management, customer support, consulting, or systems integration.
• Bachelor’s Degree 
• Expertise in managing global, multi-brand, multi-region e-commerce projects, including phasing, milestone tracking, and delivering exceptional customer experiences.
• Proven ability to deliver multiple complex projects simultaneously with a strong attention to detail.
• Ability to work PST or GMT hours.

Technical Knowledge:

• Strong understanding of SaaS platforms and technical concepts; prior experience in retail, e-commerce, or logistics is a plus.
• Hands-on experience in implementing and configuring SaaS solutions.
• Proficient in SQL and understanding of data structures.
• Familiarity with data analytics and reporting tools such as Looker, Google Data Studio, and Tableau.
• Experience with support tools like Zendesk and CRM systems.

Problem-Solving & Customer Focus:

• Demonstrated ability to analyze complex issues and deliver effective solutions.
• Strong customer empathy with a focus on delivering exceptional service levels and satisfaction.

Communication & Collaboration:

• Exceptional verbal and written communication skills with keen attention to detail and alignment with brand tone and voice.
• Comfortable collaborating with cross-functional teams, including Product, Engineering, and Support.
• Team player with a willingness to learn and think creatively about solutions and process improvements.
• Strong time management and prioritization skills, thriving in fast-paced environments.

Program Management:

• Experience building and executing playbooks to improve delivery efficiency and productivity.
• Strong command of project management methodologies, including milestone tracking and phasing for e-commerce implementations.

Why Narvar?

We're on a mission to simplify the everyday lives of consumers. Post-purchase is a critical phase of the customer journey. That's why we created Narvar - a platform focused on driving customer loyalty through seamless post-purchase experiences that allow retailers to retain, engage, and delight customers. If you've ever bought something online, there's a good chance you've used our platform!

From the hottest new direct-to-consumer companies to retail’s most renowned brands, Narvar works with GameStop, Neiman Marcus, Sonos, Nike, and 1300+ other brands. With hubs in San Francisco, Atlanta, London, and Bangalore, we've served over 125 million consumers worldwide across 10+ billion interactions, 38 countries, and 55 languages.

Pioneering the post-purchase movement means navigating into the unknown. Our team thrives on this sense of adventure while nurturing a mindset of innovation. We're a home for big hearts and we leave our egos at the door. We work hard but we always make time to celebrate professional wins, baby showers, birthday parties, and everything in between.

We are an equal-opportunity employer and value diversity at our company. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, age, marital status, veteran status, or disability status.

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