Customer Success Engineer

Neara

To serve a broad spectrum of critical infrastructure sectors, providing infrastructure owners and their stakeholder ecosystems access to an integrated platform that enables smarter design, deeper and faster analysis, and real-world impact.

Neara is a cloud-based enterprise platform making the most complex analysis, design, and application accessible at every level of the infrastructure industry.

As our Customer Success Engineer for Neara, you will be responsible for providing our customers with expert consulting and advice and assisting the team in achieving our strategic targets and growth objectives globally. You will actively manage and grow relationships with new and existing clients at different seniority levels, and you will need to have extensive experience in the utility sector. Working closely with the product development team, you will also assist in testing new features prior to release, providing a high quality of technical support and training Neara end users.  Your success in this role hinges on a robust understanding and significant experience in structural engineering or transmission design software. Proficiency in data management, including scripting and database experience with tools such as Python and SQL, will be highly advantageous. You will be reporting to the Chief of Product with whom you will be working closely to achieve goals and objectives for our global operations. WHAT YOU WILL DO

• Drawing on your deep engineering knowledge, meet with customers to discuss their unique problems and proactively develop commercially viable, pragmatic and sound solutions to help solve these in our software platform.
• Strategise with the sales and Customer Success teams to create customized solutions and address unique customer and market needs.
• Work closely with product development teams to identify, prioritize, and test key features prior to release. 
• Provide high-quality and sound engineering advice and technical support to Neara end users.
• Conduct customer training that encompasses platform best practices for the purpose of achieving an end result in an innovative and principled manner.
• Design, develop and deliver technical demonstrations or implementation proofs of concept to customers to demonstrate platform capability.
• Provide sales and Customer Success teams with expert consulting and advice and support technical queries.
• Develop and maintain customer relationships, in particular with your counterparts involved in platform use and implementation.

WHO YOU ARE

• Strong understanding and experience in structural engineering is an absolute essential for this role. 
• Highly experienced in power line design and strong working knowledge of power line design software.
• Experience or interest in advanced structural analysis including FEA, Structural Dynamics, Fatigue Analysis will be highly regarded and supported.
• Data expert: scripting / database experience including a working knowledge of tools such as Python and SQL highly advantageous. 
• Knowledge in utilities operations and maintenance, with a sound working knowledge of geospatial solutions and LIDAR is a plus.   
• A problem solver, you consider all the angles to offer sound, practical and effective solutions.
• Commercially astute with excellent communication skills, you understand what problems power utilities customers need to solve to operate effectively.
• Someone with genuine enthusiasm for your craft, for solving problems, and for bringing others along on that journey; someone who cares about both sound engineering implementation and at the same time innovative or creative solutions.

WHAT WE ARE OFFERING YOU

• Have a voice in a cooperative, team driven environment
• Significant opportunity for career development and acceleration
• Competitive salary and ESOP.
• Flexible working arrangements with a fantastic, well-stocked office in Redfern.

• 💬 Customer Advocacy and Feedback
  

  Advocate for customers by providing feedback to internal teams on how to better meet customer needs

• 🤝 Relationship Building
  

  Maintain trusted relationships with key stakeholders to help them achieve their goals, and grow revenue and usage.

• 💬 Customer Query Handling
  

  Serve as the subject matter expert for the product/service, address customer questions and facilitate requests that need to be actioned by internal teams

• 💪🏼 Resilience
  

  Bounces back from stressful experiences while being optimistic, emotionally aware, and adapts to change

• ✅ Prioritization
  

  Compares and ranks the relative importance &/or urgency of different tasks to identify the best order of actions

• 💡 Problem solving
  

  Identifies problems and develops logical solutions that address the problems