Department: Customer Success
About Zluri:
Zluri is a cloud-native SaaSOps platform enabling modern enterprises with SaaS Management and Identity Governance. Zluri empowers IT and Security teams to gain visibility into their SaaS landscape, unlock recurring savings, & securely govern access with provisioning and de-provisioning. Zluri’s technology is powered by a deep discovery engine, in-built iPaas and its evolving AI, enabling companies to easily navigate & control complex SaaS ecosystems.
Trusted by over 250 global customers, Zluri is committed to delivering innovative, reliable, and scalable solutions that empower organizations to optimize their SaaS usage, ensure compliance, and enhance identity governance practices.
We’re a Series B-funded organization and is backed by stellar investors like Lightspeed India, Mass Mutual Ventures, Endiya Partners, and Kalaari Capital.
You can read more about why we are building Zluri here - https://www.zluri.com/blog/why-zluri-why-now/.
Job Summary:
Our Solutions Engineer is a strategic role where you will act as a trusted SME consultant to our customers, guiding their onboarding, implementation, and adoption of Zluri across a range of use cases. As a Solutions Engineer, you would be responsible for managing a portfolio of accounts through the continuous life cycles of Onboarding > Integration > Adoption > Value > Happiness > Retention > Advocacy.
In order to succeed in this role, you must possess hands-on experience as an Identity & Access Management, Identity Security and Governance expert.
Responsibilities:
Onboarding and implementation of customers
Onboard new customers to the Zluri platform, aligning with Customer Success team to understand business objectives, and ensuring fast time to value
Configure Zluri platform features to meet customers business objectives
Set up and integrate Zluri SaaS and IAM/Automation tools with the customer applications
Utilize product and technology expertise to develop blueprints for newer/ongoing implementations
Providing proactive continuous post-onboarding engagement to monitor system performance, data integrity, and provide recommendations on optimizing the implementation for optimal adoption and ROI
Providing proactive technical consulting and trusted advice to our customers with every engagement
Solutioning
Work with customers and CSMs to troubleshoot and resolve issues, escalations, and product gaps, with proactive ownership
Deliver high-quality deliverables on time
Understand the customer's IT and security processes and landscape. Consult, ideate, and implement optimal IAM and automation solutions to our customers
Be the point of contact for new use cases, technical issues, escalations, and collaborate with the CSM, Product, Engineering teams for your portfolio
Product Adoption > Customer Retention
As your primary KPIs, track and drive product adoption, customer retention, and customer satisfaction
To succeed in this role, you would have:
Bachelor's / Master's degree in computer science, engineering, or a related field
Bonus points if you have 3+ years of experience in IAM, cloud, security and infrastructure
4-6 years of experience in solutions engineering/technical support
Strong technical skills, including experience with Identity and Access Management, Active Directory, Networking Concepts (eg SSO, SAML), Infosec, Data Privacy, Identity security and governance, web technologies, browser extension and desktop based deployments
Communicate and present highly technical information concisely.
Demonstrate experience in a technical customer-facing role and a desire to deliver consulting services.
Have experience solving complex technical challenges with innovative solutions.
Excellent communication and interpersonal skills
Ability to work independently and as part of a team
Ability to travel to customer locations as required
Key Performance Indicators (KPIs):
Customer retention for the assigned portfolio
Product adoption Rate
Customer satisfaction score (CSAT)
Product improvements and gap closures
Initiatives & Drive to scale processes for the future