Job Description

User Success Engineer

Unlock your potential with Dassault Systemes, a global leader in scientific software engineering. Join our dynamic team in Pune, Maharashtra, as a User Success Engineer and be a part of cutting-edge innovations!

Role Description & Responsibilities:

As a User Success Engineer, you will play a pivotal role in ensuring the smooth operation and support of web applications, both on-premise and in the cloud. You'll be directly responsible for helping customers optimize their experience, troubleshoot technical issues, and ensure seamless usage of the tool to drive sales efficiency.

Key Responsibilities:

CRM & Sales Management Knowledge:

A strong understanding of CRM systems and sales pipeline management tools will be beneficial in assisting customers with best practices and troubleshooting.

Incident Management:

Utilize support tools to manage incidents, service requests, and support tickets, ensuring that SLAs (Service Level Agreements) are met and issues are resolved promptly.

Analytical Troubleshooting:

Apply strong problem-solving and analytical skills to identify and resolve technical issues, ensuring minimal disruption to customers' sales processes.

Customer Success Mindset:

Collaborate with customers to develop creative, innovative solutions to their challenges, helping them optimize their usage of the tool to achieve greater business success.

Testing & Quality Assurance:

Assist in QA functional testing to ensure bug-free releases and the delivery of high-quality product updates.

Web Technology Understanding:

Demonstrate a solid understanding of web technologies, including client-server architecture, application servers, load balancers, and web services.

Cross-Functional Collaboration:

Work closely with teams such as development, product management, and operations to ensure an enhanced customer experience and continuous improvement in our support offerings.ces.

Cross-Functional Collaboration:

Work closely with teams such as development, product management, and operations to ensure an enhanced customer experience and continuous improvement in our support offerings.

Qualifications:

Education:

o BE/BTech/ME/MTech in Computer Science, Information Technology, or related fields. Strong academic performance and no gaps in education are essential.

Experience:

o 1 to 3 years of professional experience in technical support or customer-facing engineering roles, preferably in a software or technology-based environment, with exposure to CRM or sales pipeline management tools.

Skills & Competencies:

o Familiarity with support tools for managing incidents and service requests.

o Ability to communicate clearly and effectively, both written and verbal, in English.

o Strong interpersonal skills with a passion for customer success.

o Analytical mindset with the ability to troubleshoot complex technical issues.

o Knowledge of support SLAs and commitment to meeting customer expectations.

o Experience with CRM platforms or sales management tools (preferred, but not mandatory).

Bonus Skills & Knowledge (Preferred, but not required):

o Familiarity with ENOVIA / PLM (Product Lifecycle Management) tools, cloud technologies, or SaaS-based solutions.

o Knowledge of GDPR, DRP (Disaster Recovery Plans), Availability Monitoring, and IT Change Management processes.

o Familiarity with CRM systems (e.g., Salesforce, HubSpot, Microsoft Dynamics) or sales management tools is a significant advantage.

o Understanding of APIs and experience on using/supporting APIs is a distinct advantage

What is in it for you?

At Dassault Systemes, we believe in fostering innovation, creativity, and excellence. You'll have the opportunity to work with a world-class team and gain exposure to cutting-edge technologies. If you're passionate about delivering exceptional customer experiences, solving technical challenges, and driving success in sales operations, we want to hear from you!

Inclusion statement

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As a game-changer in sustainable technology and innovation, Dassault Systemes is striving to build more inclusive and diverse teams across the globe. We believe that our people are our number one asset and we want all employees to feel empowered to bring their whole selves to work every day. It is our goal that our people feel a sense of pride and a passion for belonging. As a company leading change, it's our responsibility to foster opportunities for all people to participate in a harmonized Workforce of the Future.