Customer Success Engineer

About Us

At ShopSafe, we are committed to ensuring the safety and success of our clients through innovative security solutions. Our platform, ShopSafe.io, empowers businesses with cutting-edge tools such as secure communication radios, body cameras, and a powerful alert app to protect their operations and customers.

We’re looking for a proactive Customer Success Engineer to guide our clients in adopting and maximizing the value of our solutions. This role is perfect for someone passionate about technology, customer engagement, and delivering exceptional service.

Role Overview

The Customer Success Engineer will be instrumental in helping customers adopt our solutions, including our smart radio, body camera and alert app. You will support clients through onboarding, training, and implementation, while also serving as the first line of support for technical inquiries. This role involves managing projects, assisting partnerships, and representingShopSafe in client-facing interactions.

Key Responsibilities

Customer Success & Adoption:

• Help customers adopt and fully leverage ShopSafe’s product suite, including radios, body cameras, and the alert app.
• Act as an expert on all ShopSafe products and their functionality.

Customer Support:

• Serve as the first line of support for all customer inquiries and issues.
• Respond to web and email support tickets using our collaborative ticketing and email tool, Front.

Client Onboarding & Training:

• Handle user agreements and onboard new users through our ‘signups’ web tool.
• Travel to customer sites to deliver, deploy, and train users on new products as required.
• Nurture businesses through the sales onboarding process, ensuring a seamless transition to our solutions.

Partnership Support:

• Assist the Partnership Manager with meetings and day-to-day activities.
• Represent ShopSafe Ltd. at new and existing client locations, acting as a professional business representative.

Project Management:

• Manage customer projects using our Pipedrive CRM system, ensuring timelines and objectives are met.
• Participate in weekly team meetings to provide updates and align on goals.

Customer Engagement:

• Maintain proactive communication with clients, ensuring their satisfaction and identifying opportunities for further engagement.

Qualifications

Required:

• Proven experience in a customer-facing role, such as Customer Success, Technical Support, or Project Management.
• Strong technical aptitude and familiarity with hardware and software solutions.
• Excellent communication and interpersonal skills with a customer-first attitude.
• Strong organizational and multitasking abilities to manage projects and customer interactions effectively.

Preferred:

• Experience with CRM systems like Pipedrive and ticketing tools like Front.
• Familiarity with eCommerce or security technologies.
• Knowledge of training delivery and deployment of technical solutions.

What We Offer

• Supportive Culture: Join a collaborative and innovative team.
• Impactful Work: Contribute to creating a safer and more secure digital and physical environment for businesses.

How to Apply

If you’re passionate about delivering exceptional customer experiences and want to help businesses adopt innovative solutions, we’d love to hear from you!