Technical Consultant - Customer Success

PURPOSE The Customer Success team is responsible to ensure the successful adoption and expansion of our software solutions within our existing customer base and to secure high customer satisfaction and retention rates. The Technical Consultant is responsible for providing technical solutions to existing customers on the Centric product portfolio, mainly Centric PLM, and must be able to articulate the company’s technology to both business and technical users. This position will report into the Technical Team Lead, Customer Success. The reporting line may change to the Upgrade Manager, Customer Success, after successful onboarding. SCOPE

• Central Europe region

• Existing customer base

• Involved after the initial project with a customer has been finalized

• Involved upgrade projects

MAIN TASKS

• Collect information about the customers’ system configuration, IT landscape and data usage to identify weaknesses and problems, and understand the root causes 

• Provide guidance and formulate recommendations based on experience and Centric best practices, considering customer needs and Centric 8 capabilities

• Present solution findings and suggestions to customers with justification, recommendation and practical advice

• Create and confidently deliver technical presentations internally and externally

• Work with Product Management to feedback on issues with current products and provide input around new products

• Builds productive relationships internally and externally, fostering teamwork by keeping colleagues updated on activities

• Able to understand business drivers and risks involved to the customer and to Centric

• Adhere to the company’s quality standards and code of conduct

• Collect data package for preparing the migration scripts

• Refactor the configuration for the new release

• Run upgrade process, support UAT & hyper care processes and present solutions

COLLABORATION

• Collaboration with other Customer Success teams & Upgrade Managers

• Collaboration with Support / Cloud Operations / R&D teams

• Collaboration with business consultants

• Regular exchange with technical consultants, service teams and partners

SKILLS

• In depth working knowledge of Centric 8 OOTB Functionality and configuration possibilities.

• Working knowledge of current issues and technologies concerning the PLM industry, together with a demonstrable interest in keeping abreast with technical developments in this field.

• Able to show and discuss a range of previous customer solution designs & technologies

  • Configuration

  • Out of the box

  • Migration

  • XML / API / SQL

  • Data Cleansing

  • VPN

  • SSO

  • Node-based data structures

  • Upgrade

• Develop and create integrations based on REST and Message Queueing (AMQP)

• Understanding of HA and Client-server model.

• Ability to develop effective working relationships internally at a variety of levels and work closely with product development

• Organized and analytical

• Ability to cope under pressure and prioritize work accordingly

• Assume a few days per month on site at the different customer locations throughout Europe

QUALIFICATION

• Bachelor degree (or equivalent) in Computer Science / or equivalent 

• Fluent German & English (spoken/written)

• Proven presentation and communication skills

• Knowledge in Bitbucket/JIRA/Confluence (or similar tools)

• 5-10 years’ experience working for a Technical / Integration / PLM software vendor

Centric Software provides equal employment opportunities to all qualified applicants without regard to race, sex, sexual orientation, gender identity, national origin, color, age, religion, protected veteran or disability status or genetic information.