Customer Success Engineer

WingSwept is an award-winning, employee-owned managed service provider seeking a seasoned professional with experience applying their exceptional technical and interpersonal skills to both client success and network engineering functions. The candidate should have a proven record of leveraging IT knowledge and business acumen to help guide and influence technology decision-making in a small or mid-sized organizational setting. WingSwept's Customer Success Engineer (CSE) will support the diverse needs of our clients and serve as the primary point of contact for all business relations. The CSE will advise the Customer Success Team and Managed Services clients on business and technology goals to improve business outcomes while leveraging the WingSwept technical and security tool stacks. This individual advises clients on technology, including purchasing decisions, benefit analysis, implementation, and expected outcomes. The CSE will also share responsibility for liaising between WingSwept and client vendors, as well as internally collaborating with WingSwept's engineering team to ensure clients maximize return on their technology investments. The position will require working with clients to determine, understand, and anticipate needs and ensure day-to-day technical support is meeting expectations and strategic technology direction is aligned with the clients' unique business needs. If you are capable of wearing a variety of hats, thrive in a fast-paced environment, and are experienced and comfortable holding conversations with C-level executives and SMB owners, you may be the Customer Success Engineer that we are looking for. The duties of this position can mostly be completed from our office, but there may be some occasional client on-site work required. This is a full time position, with excellent benefits, including stock ownership (ESOP), profit sharing and a fully-vested 401(k) with matching contributions. The responsibilities of the position may include: Provide strategic technology advice to a growing list of clients and the CSM Team Provide strategic knowledge of business processes and operations to clients Present solutions for clients to improve their technology infrastructure Manage client relationships through personal contact Conduct Business Reviews on a scheduled basis Respond to requests, needs, and concerns as they arise Provide awareness of risk to the client's technology environment Update our internal knowledge base in order to provide continuity among other company personnel Coordinate onboarding of new clients Manage projects for clients as needed Act as a liaison between clients and our technical staff Advocate on behalf of the client's best interest while also balancing WingSwept's business interests Monitor internal and client services for any possible issues and facilitate issue resolution Support group sales efforts to expand the managed services client list Develop and maintain a comprehensive plan for forecasting client projects Build and maintain relationships with vendors and support partners Work collaboratively with the Information Security Committee in order to reduce risk to WingSwept and our clients Provide security awareness training to clients Prepare quotes and statements of work for hardware, labor, and services Review of client invoices for accuracy Assist with the design and implementation of various network infrastructure components in an SMB environment Minimum requirements: Each WingSwept employee is expected to adhere to our core values of being Honest, Eager, Accountable, Respectful, and a Team Player in all their interactions. High school diploma, at least two years of secondary education preferred Must be a US citizen Must be able to work a full-time 40-hour work week from our office, which may include after-hours functions Experience with small business operations management or ownership Experience providing technical support and/or technical account management in a business environment Previous experience as a system administrator/engineer or equivalent role Deep and proven knowledge/experience with server and network diagnostics, design, and installation Expertise with networking topics such as routing, VLANs, QoS, VPN Expertise with Microsoft Windows Server, MS Exchange, or MS SQL Expertise with VDI technologies (Citrix XenApp, MS RDS, VMWare View, etc.) Expertise with virtualization technologies like vSphere and HyperV Expertise with cloud hosting providers (AWS, Azure, others) CompTIA Network+, Security+, Microsoft and other industry certifications Experience with SonicWALL and / or Cisco firewalls and other appliances High business acumen and able to articulate and explain IT and business processes Excellent verbal and written communication skills for interactions with customers on a daily basis Must have a great attitude and desire to go the extra mile for customers Strong analytical and problem-solving skills Must be highly organized, attentive to detail, and flexible, with the ability to effectively prioritize tasks and balance the needs of multiple clients Must be able to pass a background check and drug test Must have a valid driver's license and reliable transportation Extra consideration given for the following: Secondary education in business management and/or economics Exceptional computer and system administration skills on Microsoft based clients and servers Intricate knowledge/experience with PC and server hardware diagnostics, repair, and installation Fundamental understanding of business telecommunication systems CompTIA Network+, A+, Microsoft certifications Experience in project management If this sounds like a good fit for you, please apply today! Equal Opportunity Employer M/F/Disabled/Veteran