Senior Customer Engineer, Enterprise

Responsibilities

• Act as a technical partner for customers across pre-sales, post-sales, and ongoing customer success engagements
• Partner closely with Account Executives on sales calls to support technical discovery, product positioning, and Proof of Concept engagements
• Lead and support Proof of Concept executions by defining success criteria, guiding customers through evaluations, and driving successful outcomes
• Act as a customer success owner for assigned Tier 2 and Tier 3 accounts, owning the technical relationship and ongoing engagement
• Conduct regular customer health checks by monitoring usage, adoption metrics, and key health indicators, and take action to address risks or gaps
• Support upsell and expansion opportunities by identifying new use cases, technical fit, and growth signals in collaboration with Sales and CX teams
• Act as a point of reference for complex, high-priority customer issues related to the Krisp application on Windows, Mac, and web environments
• Collaborate closely with Product and Engineering to triage issues, validate fixes, and influence prioritization of bugs and technical improvements
• Analyze customer feedback, incidents, and engagement trends to propose improvements to product functionality, enablement materials, and workflows
• Champion and maintain internal and external knowledge bases including help center articles, internal documentation, and playbooks

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