Sales Engineer

Midis Group

Job Scope
Ivanti is seeking a Customer Success Manager (CSM) to strengthen long-term customer relationships and ensure every customer realizes maximum value from our solutions. This role bridges technical pre-sales expertise with ongoing customer engagement, focusing on increasing product adoption, improving customer satisfaction, reducing churn, and uncovering opportunities for cross-sell and upsell.
The CSM will spend most of their time interacting with customers onsite and remotely to understand how they are using our solutions, identify gaps, resolve challenges, and help them progress on their Ivanti maturity journey.
Main Duties and Responsibilities
Technical Solutioning & Strategy
• Assess customers current environments, identify gaps, and build clear roadmaps toward their desired future state.
• Design and execute technical account plans, including PoCs, trials, product evaluations, pilots, and workshops.
• Recommend features, enhancements, or complementary Ivanti products to increase customer value and drive adoption.
• Lead whiteboard sessions, deep-dive discussions, product demonstrations, and technical roadmap conversations.
• Conduct health checks, technical reviews, and adoption assessments to ensure customers are maximizing value.
Customer Engagement & Success
• Build strong, trusted-advisor relationships with stakeholders across technical, operational, and executive levels.
• Oversee and support onboarding, training, enablement, and best-practice development to ensure smooth adoption.
• Monitor customer usage, achievements, challenges, and overall satisfaction documenting insights and action items.
• Serve as the customer advocate internally, ensuring feedback, enhancements, and concerns are communicated clearly.
• Conduct regular business reviews with customers to validate progress, reinforce value, and identify improvement areas.
Internal Collaboration & Orchestration
• Translate customer strategies into executable cross-functional action plans.
• Align with Solution Architects, Presales Engineers, Account Executives, Professional Services, and Support teams.
• Establish structured cadence meetings to ensure coordination on escalations, opportunities, and customer outcomes.
• Ensure clear communication across teams to maintain alignment on customer objectives and expectations.
Risk Management & Issue Mitigation
• Analyze customer adoption patterns to proactively identify risks, blockers, or churn indicators.
• Develop mitigation strategies to resolve technical or operational challenges before they escalate.
• Manage escalations by coordinating between customers, support engineering, and internal leadership.
• Track recurring issues and propose long-term process or product improvements.
Product & Industry Knowledge
• Maintain deep and current expertise across Ivanti solutions, roadmaps, strengths, and limitations.
• Understand market trends, competing solutions, and customer industry challenges to drive relevant conversations.
• Communicate product capabilities clearly and position additional Ivanti solutions that enhance customer outcomes.
Training, Certification & Continuous Improvement
• Complete all required Ivanti and Customer Excellence training programs.
• Stay continuously updated on new features, capabilities, and best practices for all supported Ivanti products.
• Participate in skill development programs to maintain technical strength and improve customer-facing effectiveness.
Position Requirements
Qualifications
• Skills: Strong analytical mindset, troubleshooting ability, customer empathy, communication skills, and structured thinking.
• Technical Aptitude: Ability to understand technical architectures, integrations, workflows, and product use cases.
• Travel: Willingness to travel as required to meet customers and strengthen relationship engagement.
Core Competencies
• Analytical Troubleshooting: Ability to gather information, isolate root causes, and propose effective solutions.
• Customer Management: Skilled at managing customer lifecycle stages and balancing technical and business priorities.
• Persuasive Communication: Capable of delivering clear, compelling, and influential written and verbal communication.
• Detail Orientation: Strong multitasking, prioritization, and light project management abilities.
• Proactivity: Anticipates risks, identifies opportunities, and takes initiative to drive customer success outcomes.
Education
Bachelor s degree in Computer Engineering, Computer Science or any other related field.
Experience
• Experience: 3+ years in customer success, technical project management, technical consulting, presales, post-sales, or professional services within a SaaS or enterprise software environment.