Customer Success Engineer

Job Summary

The Americas Customer Success Engineers (CSE) team at MathWorks is a group of mathematicians, engineers and scientists located across multiple time zones and office locations in the US, part of a global Customer Success organization. The CSE role entails: partnering with academic leadership to understand their business needs, identifying technical challenges, and suggesting solutions that meet those needs. It provides the opportunity to engage with leadership and members of universities, research institutes, and student communities through in-person visits, virtual interactions, student competitions, and account or professional conferences and regional events for engineering and research groups.

The CSE team advises faculty on curriculum design, demonstrates the value of MATLAB and Simulink to educators, students and researchers, and supports faculty and staff on the implementation of changes. 

Internally at MathWorks, CSEs work closely with account teams, marketing, and other cross-functional groups to proactively contribute to the ongoing success of accounts and products by being the Voice of the Customer, influencing overall product and program strategies, and continuously driving the evolution of the education business.

Responsibilities

The CSE will manage multiple territories, working with account managers and other technical specialists to drive successful customer engagements. The CSE and account team will manage a combination of virtual and in-person interactions to achieve both the customer’s and MathWorks' objectives.

• Demonstrated knowledge of MATLAB and Simulink and their applications in engineering and science.
• Uses insights and knowledge to facilitate deeper conversations about how MATLAB and Simulink can be incorporated into curricula, labs, research, or commercial projects.
• Delivers MathWorks' capabilities through technical demonstrations, workshops, and seminars.
• Identifies opportunities to drive product adoption in relevant engineering, science, and business courses at both undergraduate and graduate levels.
• Builds valued relationships with leading faculty members and researchers, persuading them to leverage MathWorks tools in key disciplines.
• Develops and executes strategies with account teams to drive usage and adoption of MathWorks tools.
• Continuously monitors the health of accounts using internal reporting tools, adapting account plans based on data insights.
• Shares key learnings throughout MathWorks via project tracking tools, engagement reporting, and participation in technical discipline groups.
• Advocates on behalf of customers to influence the future direction of MathWorks products and programs.
• Builds trust with customer champions through a deep understanding of their priority challenges and proactively presenting technical and workflow solutions. 

Minimum Qualifications

• A bachelor's degree and 3 years of professional work experience (or a master's degree, or equivalent experience) is required.

Additional Qualifications

• Minimum Bachelor Degree in Mechanical Engineering or Electrical Engineering
• MS/PhD from one Engineering disciplines is a plus
• Proven working experience with MATLAB & Simulink, and Controls
• At least 2 years of experience working in a relevant industry 
• Experience in a Sales, Marketing or Customer-Facing Technical role is a plus
• Experience as a graduate-level Research or Teaching Assistant is a plus