Customer Success Architect at Cireson LLC – San Diego, California

Company Description

Cireson, founded in 2011 in San Diego, CA, is a leading innovator in Microsoft IT Service Management. Our Service Desk software is designed for Microsoft-first customers, providing intuitive, seamless technology solutions. We prioritize customers’ needs by creating human-centered, AI-enhanced experiences that automate manual tasks and streamline workflows. We are the creators of Tikit, the premier Microsoft-aligned IT Service Management platform, maximizing investments in AI, Entra, Intune, Power Automate, Power BI, and Teams and we are looking for a highly motivated (and fun!) individual to join our awesome Custom Success team

What you can expect from us:

· We are 100% remote company. You will never have to commute again.

· A fun and dynamic work environment.

· A global team of seriously smart people.

· Competitive salary and benefits package.

· Professional development opportunities and support for continuous learning.

· A chance to make a significant impact on the growth and success of our company.

· Medical, Dental, and Vision healthcare options

· Competitive 401k

· 15 days PTO per year (increases with service)

· Every Other Friday Off

· Gym reimbursement, cell reimbursement and other fun perks as we come up with them

Job Description

This is a full-time remote role for a Customer Success Architect. As a Customer Success Architect at Cireson, you will be one of the first people to connect with any prospect customers who have technical questions or need help configuring a trial of our products. To be successful in this role, you will be expected to respond to requests for help and keep other team members up to date with progress. Here's a brief description of what you would be doing day-to-day in this role:

· Gain complete knowledge of Cireson products and services.

· Onboard new customers and guide them through the initial usage of products and upgrades

· Work to improve and promote customer retention.

· Accountability for ensuring response KPIs are met to ensure positive responses on CSAT (Customer Satisfaction Surveys) and NPS (Net Promoter Score) are achieved.

· Interface with Cireson customers globally, to deliver technical presales sessions.

· Conduct live training workshop session for customers.

· Create documentation and training media on our Knowledge Base with technical guides and tips.

· Be active in our Cireson community, our online forum for questions and ideas.

· Assist in testing new releases of the Cireson products.

· Deliver onboarding workshops for new customers.

· Engage in support efforts for escalated tickets.

· Scope implementation services projects when customers need deeper help.

· Contribute to sales efforts.

Qualifications

The Customer Success Architect will ideally have 1-3 years documented experience in Microsoft Cloud Technology including M365 and Microsoft Azure.

The successful individual will also have the following:

· Strong customer service skills, written and verbal communication skills, and customer empathy demonstrated by previous successful experience in this role.

· A confident self-starter, team player, innovative problem solver. Able to manage multiple projects at once.

· Working knowledge of Microsoft technology both cloud and on-prem such as Azure, M365, Entra ID, Power Automate, Power BI, Power Apps, Windows Server, IIS, SQL Server, Active Directory and PowerShell. Certification is preferred.

· Previous experience administering and supporting an ITSM tool, understanding ticketing best practise and use cases. Experience with multiple tools is a big plus.

· Knowledge of debugging concepts such as interpreting HAR files, understanding API calls and application XML / JOSN setting files, and analyzing the Windows event log.

· Written and verbal English proficiency is a requirement. Knowledge of additional languages is a big plus.

· Located in the east USA (EST Time Zone), working from home and providing assistance to North American and EMEA customers.

The following skills would be strongly preferred but not required:

· Knowledge of M365 technologies and how they integrate.

· Knowledge of M365 security configurations.

· Knowledge of deploying and configuring Microsoft Teams.

· ITIL knowledge and certifications.

· Understanding of application development technologies and languages including .Net, Postman, XML, HTML, CSS, JavaScript, T-SQL, JSON. Development experience is not required.