Customer Success Engineer

Customer Success Engineer – Vixa Pro

Job Description Summary
At AA-X, you’ll be a part of the UK’s largest and most trusted driving company, developing and testing human-centric products and services fast; whilst giving AA members first access to everything we build. Are you ready for a career where you’re always ahead?
As a customer success engineer for Vixa Pro, our connected vehicle health product for fleet customers, you will work closely with our customers, from initial technical meetings with prospects, through implementation and integration and then act as primary technical contact, building strong relationships with our customers and acting as a bridge to our product development teams.
You will report to our lead engineer and have regular contact with both technically and commercially focussed colleagues within the Vixa Pro team to advocate for customer needs and to communicate back changes to the product to your customers.

Individual behaviours
Think impact Is starting with outcomes first and focussing on priorities while thinking about return.
It is not focussing solely on the short-term impact or being busy for the sake of it.
Own it Is being on the hook for delivery and making things happen, finding solutions to blockers
when they appear.
It is not doing it alone and not managing stakeholders or hiding bad news.
Back each other Is trusting the experts and achieving the best outcome for AA-X and the AA, calling out great work by other teams along the way.
It is not blaming silos or avoiding tough conversations when needed.
Push for better Is being ambitious around what we do and how we do it, looking outside for inspiration and constantly looking to improve.
It is not accepting the status quo or not considering the impact of any changes.

Responsibilities
1. Build trusted customer relationships based on your customer-first mindset, technical excellence and command of Vixa Pro
2. Respond to technical support issues quickly, working hands-on-keyboard to solve or escalate the issues while being highly communicative
3. Complete daily technical operations as needed for the customers, working technical issues to full resolution and closure.
4. Perform and support field services for customers: installations, upgrades, break-fix and expansions as needed
5. Submit and manage Feature Requests and/or Bugs into product marketing and development teams.

6. Advocate for the priorities of your assigned accounts and continuously track and follow up on bugs, feature requests and escalations.
7. Identify opportunities to provide continuous improvement for customers to ensure full adoption and usage of Vixa Pro.
8. Support and guide Vixa Pro account teams on account technical status and activities.
9. Manage workload to balance meeting KPIs and Vixa Pro SLAs with ensuring customer happiness and satisfaction
10. Ensure the delivered solutions comply with the organization’s architectural standards and seek formal exceptions where appropriate. Ensure code is developed in line with agreed coding standards (whether delivered by internal or partner resource), such that we deliver maintainable & performant code. This will include making recommendations towards the development of new code or reuse of existing code as appropriate.
11. Ensure Treating Customers Fairly (TCF) is embedded in the culture of the AAX to deliver the six customer outcomes of right culture, right information, right delivery, right targeting, right advice, and right post sales treatment.

The Individual

Capability, Knowledge, and Experience
• Overall 5+ years of experience in customer-facing, pre-sale/post-sale positions working with complex storage solutions.
• Ability to manage own time and case load with rapidly changing priorities
• Excellent business written and verbal communication and presentation skills
A strong blend of both technical and soft interpersonal skills with the ability to work within a high-
performance development team and be able to contribute to technical discussions and ideas. Ideally you will demonstrate experience in many of the following areas:

Technical Skills
• Java 8/17/21
• JavaScript/Typescript
• Next.JS/React
• Spring Boot
• HTTP / REST
• Microservices
• AWS (SQS, SNS, DynamoDB)
• 5+ experience in backend development

Personal Characteristics
• Requires a diligent, data-driven individual who is committed to continual assessment and improvement.
• Individual must possess a strong technical aptitude and the ability to apply their knowledge to new technologies which they may not be familiar with.
• The individual must be comfortable with objectively challenging their peers and superiors to ensure adherence to agreed quality standards (this equally applies to vendors).
• Whilst robustness and integrity are important, the individual must also be pragmatic and able to adapt to the needs of the business.

Conduct Rules
In line with SM&CR requirements, the jobholder must abide by the following conduct rules:
First Tier – Individual Conduct Rules
Rule 1. You must act with integrity
Rule 2. You must act with due care, skill and diligence
Rule 3. You must be open and cooperative with the FCA, the PRA and other regulators
Rule 4. You must pay due regard to the interests of customers and treat them fairly.
Rule 5. You must observe proper standards of market conduct
Rule 6. Act to deliver good outcomes for retail customers