Customer Success Engineer for Academic Market

Job Summary

MathWorks is expanding a Customer Success Engineering team dedicated to helping our academic market experience the full value of MATLAB and Simulink. The mission of Customer Success Engineer is to help educators, researchers, students, and leadership at academic and research institutions broadly and deeply adopt MathWorks products in engineering, science, and mathematics.

The 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 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. They also provide seminars and facilitate discussions around the opportunities and benefits of teaching and learning computational thinking, model-based design, and project-based learning as part of undergraduate and graduate programs.

Internally at MathWorks, Customer Success Engineers 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 Customer Success Egnineer hired for this position will primarily be in a Customer Success Engineering role, responsible for engaging with and driving adoption of MathWorks products and tools. The Customer Success Egnineer will need to be able to work simultaneously on multiple territories and collaboratively with account managers, Territory Customer Success Engineers and Customer Success Specialists to plan, execute and drive successful customer engagements.

We are looking for candidates who are eager to learn new technologies, possess excellent collaboration skills, and are comfortable navigating unknowns and connecting with different groups of academic customers. 

 

(1) Technical Domain Expertise and Knowledge

Demonstrates knowledge of MathWorks products and their applications in Engineering and Science to deliver maximum value to academic customers 

• Uses insights and knowledge to facilitate deeper conversations about how MATLAB and Simulink can be incorporated into curricula, labs, research, or commercial projects.
• Positions solutions and provides technical demonstrations of MathWorks products.

• Prepares and delivers technical presentations, builds and shares demos, and creates application examples relevant to areas of engineering, science, or math Continually learns new technologies and offerings and stays up to date on academic and industry trends.

 

(2) Customer Experience and Influencing

Ability to influence customer workflows in teaching and research, contributes to positive interactions with each customer to enhance their experience with MathWorks products and services, thereby ensuring account success. 

• Identifies opportunities to drive the adoption of MathWorks products in relevant engineering, science, and business courses at both undergraduate and graduate levels.
• Establishes rapport with leading faculty members and researchers, persuading them to leverage MathWorks tools in key disciplines of engineering, science, and research.
• Advocates on behalf of customers to influence the future direction of MathWorks products.

 

(3) Strategy, Execution and Assessment

 Ability to develop and execute on account strategies to proactively drive the usage and adoption of products that meet customer needs, by following best practices, and utilizing tools/systems for tracking progress and communicating outcomes.

• Proactively prospects and assesses customer needs on a regular basis.
• Uses customer insights to create account-level plans for technical engagements and activities that drive adoption and ensure customer success with MathWorks products.
• Reviews and analyzes key metrics to assess and adjust plans to meet both customer and business needs.
• Follows best practices and utilizes internal tools/systems for tracking progress and communicating outcomes to broader educational stakeholders.

 

(4) Collaboration, Communication, and Leadership

Builds and sustains cross-functional collaboration, communicates effectively with peers and customers, and leads support efforts to solve customer and business problems while contributing to the achievement of team goals. 

• Shares key learnings, leverages existing materials, and contributes to user stories and the development of reusable customer content.
• Builds customer champions. Looks for ways to engage professors and researchers in joint presentations to serve the broader communities
• Advocates on behalf of customers to influence the future direction of MathWorks products and programs.
• Engages internal stakeholders to ensure the best possible support available for academic customers.
• Assists in key CSE activities and specialized projects or product areas to ensure team success

Minimum Qualifications

• A bachelor's degree and 6 years of professional work experience (or a master's degree and 3 years of professional work experience, or a PhD degree, or equivalent experience) is required.

Additional Qualifications

• A degree in Engineering or Science
• At least 2 years of Industry experince
• Proven working experience with MATLAB and/or Simulink
• Strong desire to spread the use of MathWorks products in academia
• Knowledge of MBD(Model-Based Design) is a plus
• Excellent written and verbal communication and presentation skills in Japanese
• Business level English
• Demonstrated ability to work in highly collaborative, cross-functional environments
• Candidates must be willing to travel 30% of the time