Customer Success Engineer

iGenius is  seeking a dynamic Customer Success Engineer, passionate about helping customers succeed with our product. In this role, you'll be at the forefront of our customer success efforts, ensuring that every interaction leaves a lasting positive impression. The profile will report directly to the Head of Go to Market and Customer Success.

Join us in delivering exceptional customer experiences and driving long-term customer satisfaction and loyalty.

Job Responsibilities 

• Be the bridge between our company and our valued customers, nurturing strong connections to minimize churn and amplify the value they derive from our products.
• Elevate our brand by consistently delivering exceptional customer experiences. Every interaction is an opportunity to showcase the value we bring to our customers' businesses.
• Expertise related to Business Intelligence solutions, reporting and data visualization is highly appreciated.
• Actively listen to customer feedback, turning their complaints and concerns into opportunities for improvement. Your insights will drive enhancements to our products and services, ensuring we exceed customer expectations.
• Keep our clients engaged and enthusiastic about our products, fostering regular usage and maximizing the benefits they receive.
• Lead the charge in ensuring smooth transitions for our clients by conducting comprehensive onboarding sessions and training programs. Your guidance will pave the way for successful adoption and implementation of our cutting-edge SaaS tech products.
• Collaborate closely with our Sales team to craft compelling and tailored demos that showcase the full potential of our products. Your demos will be a key asset in driving sales and demonstrating the value we deliver.
• Work hand-in-hand with internal teams, including Sales, Product, and Marketing, to provide seamless client experiences. Your ability to collaborate effectively will ensure swift resolution of any customer-related issues and maintain our reputation for outstanding service.

What you have

• Bachelor's degree in Computer Science, Engineering, Information Technology, or a related field is required.
• Strong technical aptitude with a solid understanding of software development, cloud computing, networking, and database technologies. Proficiency in programming languages such as Python, Java, or JavaScript is highly desirable.
• A customer-centric mindset with the ability to empathize with customers, understand their needs, and advocate for their interests within the organization.
• Proven ability to analyze complex technical issues, troubleshoot problems, and develop effective solutions. Must be able to think critically and creatively to resolve customer challenges in a timely manner.
• Excellent verbal and written communication skills, with the ability to articulate technical concepts in a clear and understandable manner. 
• Strong project management skills with the ability to manage multiple customer engagements simultaneously. Must be able to prioritize tasks, set clear expectations, and meet deadlines while maintaining a high level of quality and customer satisfaction.
• Ability to work effectively within cross-functional teams.
• Flexibility and adaptability to work in a fast-paced and rapidly changing environment. 
• A patient and empathetic approach to customer interactions, particularly when dealing with challenging situations or frustrated customers.
• Commitment to continuous learning and professional development. Must stay updated on industry trends, best practices, and emerging technologies related to customer success and technical support.

Benefits

Perks

• Learning Friday. If our team members know more, so do we. That’s why we give everyone a training budget that they can spend on books, online courses or other training materials. 
• Smart Working. Trains can be a drag, you can save some commuting time by working from home. 
• Salary is based on experience, and topped up with other bonuses.

We offer a competitive salary, as well as an opportunity to receive company equity. The typical salary for this role ranges between € 50.000 and € 70.000. As you gain experience and make more significant contributions to the business, your compensation will be reviewed to match your impact.

Additionally, depending on your seniority and your performance, you'll have the opportunity to receive stock options, with a variable value calculated from your base salary, giving you the chance to directly participate in the company’s success.

About iGenius

iGenius is a deep-tech company specialized in the development of Artificial Intelligence solutions for companies operating in highly regulated industries, including financial services, government, or heavy industry. iGenius’ main product, Unicorn, offers tailored solutions for companies looking to integrate AI safely and effectively, mainly through two proprietary Large Language Models (LLMs). Italia 10B, is a multi-language model optimized for regulated sectors and elevated computational efficiency, while Colosseum 355B, built with latest-generation NVIDIA technology, is fit for mission-critical use cases. In addition to Unicorn, iGenius’ product offer includes Crystal, an AI agent for Decision Intelligence that analyzes business data in natural language and accurately supports strategic, insight-driven decision-making. In December 2024, iGenius joined forces with NVIDIA to build Colosseum – one of the largest AI supercomputers in the world – to support the deployment of its models with unrivaled speed, performance, and efficiency. 

Active in both Europe and the United States, iGenius is one of the leading AI unicorns in the European landscape, and  has attracted Fortune 500 companies, including Allianz and Intesa Sanpaolo. This led Gartner to recognize iGenius as a “Cool Vendor” in the  AI Core Technologies category, as well as mention the company in its Market Guide for Conversational AI. 

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