Reporting Structure:

Director of Customer Success

Overview

Pliant customer success exists to empower our users to demonstrate value to their organization through the best use of Pliant automation. This role serves as a technological Swiss Army Knife: supporting, designing, building, documenting, and troubleshooting a vast assortment of different systems, finding ways to automate technologies that would not normally inter-operate.  Highly developed organizational and people skills are a must as you will be establishing and maintaining long-term relationships with large, high profile accounts. This position requires a person who can display strong knowledge in a number of technologies, can operate under minimal supervision, is a self-motivated, fast learner, and is highly competent in communicating technology automation concepts with customers, partners, sales, and fellow employees.

Responsibilities

• Deliver product, services and consultative support to existing Pliant clients
• Provide infrastructure automation analysis and design at all levels.
• Post sales installation, implementation, documentation, integration, and troubleshooting of the Pliant platform.
• Own overall customer satisfaction from a technical / product perspective
• Building automation workflows for customer use and demonstration purposes
• Build and maintain internal lab platforms for development and testing
• Create knowledge base articles, including task oriented instructions, training guides, and troubleshooting instructions
• Work with development to add relevant features and remove software defects

Requirements

• Scripting for operating systems – Linux and Windows (bash and powershell scripting)
• Programming experience with REST or SOAP APIs, and languages such as NodeJS or Python
• Experience building integrations with multiple APIs 
• Understanding of programming/procedural logic
• Familiar with Linux system administration
• Familiarity with Kubernetes
• Able to write clear and concise technical documentation
• Capable of analyzing a system to determine the process at work and logically determine where it breaks down
• Able to become familiar with new environments quickly
• Understanding of JSON data structures
• Demonstrate and understanding of infrastructure technologies such as databases, firewalls, network routing and switching, logging solutions etc.

General Aptitudes

• Self motivated with strong team attitude
• Strong planning, organizational, and prioritization skills
• Process oriented
• Strong work ethic and integrity
• Operates with a high degree of professionalism
• Effective written and verbal communicator
• Demonstrates strong judgment and analytical skill
• Initiative and accountability
• Adaptable to change/flexible
• Innovative business and technical problem solver
•  Strong presenter and communicator
• Savvy project manager
• Capable of cross-selling products and services
• Customer advocate
•  Understands and is sensitive to customer business requirements