Customer Success Engineer Customer Success London Office

Customer Success Engineer

Hybrid working - based in the office up to 4 days a week (HQ in Holborn, London)

About us:

Tendable is a venture capital-backed, series A health-tech business providing quality assurance and improvement software to health and care organisations across the globe. Founded in 2016, Tendable has grown steadily and now supports over 100 customers across four continents.

Our mobile app makes auditing easier and more efficient for frontline staff, engaging them in quality improvement whilst also freeing up more of their time for patient care. With instant access to real-time reporting and actionable insights, our management portal provides leadership and external bodies with assurance over the quality of health and care services.

Tendable has a mission to transform quality by equipping health and care professionals with the tools and insights to continuously improve patient care. Our growth plans are ambitious and we're looking for driven, entrepreneurial people who are passionate about making a positive impact to join us on this journey.

About the Role

We are looking for a Customer Success Engineer (CSE) to drive adoption, retention, and satisfaction for our customers at Tendable. If you have a passion for helping customers and solving challenging technical problems then this may be the role for you. As a CSE, you will be the technical bridge between our products and customers, ensuring they maximise value from our solutions. You'll work closely with Customer Success Managers, Product and Engineering teams to troubleshoot issues, provide best practices, and enhance the overall customer experience.

Responsibilities

1. Act as a technical advisor and advocate for customers, ensuring successful deployment and adoption of our solutions.
2. Provide hands-on support, troubleshooting, and guidance for product integration and configuration.
3. Collaborate with engineering and product teams to resolve technical issues and enhance product features.
4. Triage customer requests based on business priority and conduct root cause analysis.
5. Conduct training sessions, webinars, and workshops to help customers optimize product usage.
6. Gather customer feedback and provide insights to improve product offerings.
7. Develop technical documentation, FAQs, and knowledge base articles to assist customers.
8. Monitor customer health metrics and proactively address potential concerns before they escalate.

Requirements

1. Bachelor's degree in Engineering, Computer Science, or a related field (or equivalent experience).
2. Experience in a technical customer-facing role (Customer Success Engineer, Product Support, Business Analyst, QA Solutions Engineer, Technical Support, or similar).
3. Ability to thrive in a fast-paced, high-pressure environment while juggling multiple priorities.
4. Solid understanding of web technologies, mobile technologies, analytics, front-end development, and best practices for UX/UI.
5. Proficiency in PostgreSQL, Javascript, REST APIs, Ruby on Rails.
6. Ability to diagnose and troubleshoot technical issues efficiently.
7. Strong ability to explain complex concepts to both technical and non-technical audiences.
8. Passion for helping customers succeed and ability to build strong relationships.

Your benefits:

1. Competitive market salary
2. Individual personal development budget plus 3 days leave per annum
3. Company EMI share option scheme
4. Pension contribution matched up to 7%
5. 25 days annual leave
6. 24/7 employee assistance programme
7. Casual dress code
8. Regular team socials and activities

At Tendable, we are proud to have Diversity and Inclusion at the centre of everything we do. We are committed to Equal Employment Opportunity regardless of race, colour, national origin, ethnicity, gender, age, disability, sexual orientation, gender identity, or religion.