What are the responsibilities and job description for the Success Architect position at Files.com?
Files.com is an enterprise secure file transfer & automation app with over 4,000 paying business customers, including Target, Canonical, UPS, Leica, DirecTV, GoPro, Marriott, and more.
Files.com was bootstrapped by our founder and has been profitable since its founding in 2010. We recently raised $46.5 million of growth equity from Silicon Valley-based Riverwood Capital to accelerate our growth.
Location: Work From Your Home on a Remote-First Team at a Hybrid Remote Company
In-House Training: You have the technical skillset of an Implementation Engineer, Success Engineer/Architect, Sales Engineer or Senior Tech Support Engineer already. You are familiar with coordinating customer engagements to implement and configure SaaS technical solutions. We will take your finely honed technical skills and provide you with a combination of different training methods that will bring you up to speed on our processes, tools, and tech.
Big Company Benefits: You'll get full 🏥 Health/Dental/Vision Insurance coverage (plus 75% of Spouse/Family coverage too), 💰 401(k) with generous matching, 🎄 11 Company Holidays per year, and 🏖 20 PTO/Vacation days, plus we give employees off for Winter Break at the end of the year!
Company Macbook Pro and $1,000: We'll send you a company issued contemporary Macbook Pro as well as $1,000 sign-on bonus as a welcome to Files.com.
The Files.com Customer Success team is 100% remote. However, we travel for regular in-person meetings with the team and the entire company to meet and work together face to face. These meetings are in cities around the US, including Scottsdale, Austin, Orlando, New Orleans, San Diego, Las Vegas, and New York City.
In-person events combine work and fun and are designed to make up for the in-person interaction that occurs in an office job.
We are very excited that COVID-19 restrictions have been lifted and we have fully resumed company travel. 🎉
- Mastering the technical features of Files.com.
- Demonstrating platform value but not responsible for "closing" clients or upselling in any way
- Working with clients to ensure they are getting as much value as possible from their investment with Files.com
- Building relationships with key clients
- Understanding client usage and determining ways they can further utilize the Files.com platform.
- Responding to customer-initiated interactions such as phone calls and emails (one-on-one communication).
- Demonstrating underutilized features for clients
- Taking a high-touch approach to success, encouraging frequent interaction with customers.
- You don't want to work in sales! This role is to demonstrate the value of our platform to customers but will not be signing or negotiating with clients.
- You want to delight customers and help them get the maximum value out of our platform by training clients on various features.
- You have the technical experience to be a customer support engineer but also the business acumen to understand a client's business needs.
- You are Interested in project management and implementation.
- You have the business acumen to not just understand their technical challenges but understand the why behind their needs
- You have excellent written and verbal communication skills, and have real world experience deploying those skills.
- You are able to tell the success story of how we added value to a customer.
- You bring a top-notch customer demeanor, including patience, understanding, and empathy.
- You can learn a process and then add to that process. For example, you can learn to use our knowledge base and playbook articles, and then contribute to make them better.
- You are known for being smart and getting things done. When you take on a project, your team knows you will handle it effectively and efficiently.
- You have a general understanding of a SaaS environment, including some experience (not necessarily expertise) with several of the following technologies: web applications, networking, internet communication protocols, APIs and/or programming languages, file integration tools and platforms (e.g., AWS, SharePoint, Zapier), and single sign-on tools (e.g., LDAP, Azure AD, Okta)
