Customer Success Engineer

ABNO Softwares International Ltd is a renowned software development company headquartered in Nairobi, Kenya. Since our inception in 2004, we have been dedicated to delivering top-notch custom software solutions tailored to meet the unique needs of businesses across diverse industries.

Customer Success Engineer

The Customer Success Engineer will play the critical role in ensuring a smooth and effective delivery client onboarding experience, detailed product training, and immediate resolution of issues raised by the respective customers. They will onboard new clients, conduct product training, and provide first-line support, ensuring that our Intellink Clientele receive prompt assistance and maximize the value of our solutions. This role is perfect fits an individual that is customer-oriented, fast and eager to learn and is proactive.

Duties and Responsibilities:

• Serve as level-two support engineer on production services implemented at customer sites and centrally maintained services.
• Implement and maintain system monitoring tools deployed at the customer’s premises and coordinate with the service desk personnel to ensure smooth service uptime.
• Prepare and present service reports with insights and service improvement plan implementation.
• Take the lead on service improvement deliverables as far as the customer is concerned.
• Responsible for requirements gathering and documentation during project discovery in the delivery process.
• Translate gathered requirements into technical design documents that will include Product definition document, High-level design document and Low-level design document.
• Prepare technical proposal documentation for projects.
• Work closely with the Sales, Product, and technical teams to relay client insights and ensure alignment across departments.
• Maintain customer relationships by building technical relationships with the customers’ Engineering and Business Management teams.
• Assist in reporting requirements when they arise with the customer.
• Building and engineering support tools to enhance ABNO’s products. and services.
• Take the lead on service improvement deliverables as far as the customer is concerned.
• Prepare technical proposal documentation for projects

Knowledge, Skills and Experience required

• A degree/diploma in IT, Business Management or any related field
• At least 1-2 years of experience in application Implementation and support
• Analytical and troubleshooting skills and prompt customer feedback management
• Strong Communication & Interpersonal Skills
• Problem-solving skills
• Customer oriented
• Growth and adaptability