Customer Solution Engineer

A BIT ABOUT US

Appknox is one of the top Mobile Application security companies recognized by Gartner and G2. A profitable B2B SaaS startup headquartered in Singapore & working from Bengaluru.

The primary goal of Appknox is to help businesses and mobile developers secure their mobile applications with a focus on delivery speed and high-quality security audits.

Appknox has helped secure mobile apps at Fortune 500 companies with Major brands spread across regions like India, South-East Asia, Middle-East, US, and expanding rapidly. We have secured 300+ Enterprises globally.

We are a 30+ incredibly passionate team working to make an impact and helping some of the biggest companies globally. We work in a highly collaborative, very fast-paced work environment. If you have what it takes to be part of the team, we are excited and let’s speak further.

About the Role

Customer Success contributes to our efforts to enhance and transform the Appknox customer experience via a customer-centric approach (building and maintaining relationships, proactively identifying potential crises that may be detrimental to the user experience, and meeting and exceeding customer expectations). Thus, helping to differentiate Appknox. This position provides the opportunity to tame different use cases across multiple industries and interact with some of the smartest individuals from other fast-growing companies that are our customers. Your leadership will drive the CS function’s focus on minimizing churn, increasing renewals, and identifying upsell/cross-sell opportunities to contribute to Appknox's growth and success. We see this role requiring an intersection of three key skills – Business Acumen & Problem solving, Product Perspective, and People Skills.

Key Responsibilities:

Leadership & Strategy

• Lead and scale the Customer Success function, driving customer retention, renewal, churn reduction, and expansion.
• Develop a value-based mindset, mapping the customer journey for proactive engagement and advocacy.

Team Development

• Mentor the CS team, enhancing skills in upselling, cross-selling, and customer relationship building.
• Foster a results-oriented culture with clear KPIs and regular 1:1s.

Customer Engagement

• Build strong relationships with enterprise clients, driving product adoption and revenue growth through upsell and cross-sell strategies.
• Collaborate closely with sales for aligned growth initiatives.

Process & Improvement

• Define success metrics, optimize processes for onboarding, adoption, and renewals, and track team performance.
• Ensure cross-functional collaboration for a seamless customer experience.

Customer Advocacy

• Champion customer feedback to inform product and service improvements.
• Lead business reviews to improve account health and address gaps.

What You Bring-

Experience:

• 5-8 years of customer-facing experience, with 2+ years leading a high-performing customer success team.
• Proven success in managing large enterprise customers and complex multi-stakeholder accounts.
• Track record of achieving and exceeding retention, expansion, and customer satisfaction targets.
• Enabling the team with resources and skill sets to own cross-sell and upsell opportunities.

Skills:

• Strong business acumen, with the ability to influence through persuasion, negotiation, and consensus building.
• Experience with customer lifecycle management, journey mapping, and defining success outcomes.
• Proven ability to develop and implement churn-reduction strategies and enhance overall customer satisfaction.
• Experience in mobile app security or related industries is a plus.

Leadership Qualities:

• An enthusiastic and creative leader with the ability to inspire and motivate teams.
• Confident and dynamic, with a sense of humor and an open mindset.
• Able to handle challenging situations and navigate through uncertainty.

First Year Roadmap-

Work Expectations

Within 1 month

• You should have a complete hold of the product and the value customers are getting from it.
• Get clarity on how Security products and services are managed and delivered. 
• Get a Fair understanding of all the departments/functions at appknox and meet with team members of every function.
• Initiate 1*1s with all the team members.

Within 3 months

• Define and optimize the customer journey, segmentation, and intervention strategies.
• Identify gaps in the CS function and propose actionable improvement plans.
• Initiate regular coaching and performance evaluations with the team.
• Interact with at least 5-10 customers and elicit feedback that we should be focusing on.

Within 6 months

• Set and track operational metrics for the CS team.
• Implement strategies to reduce churn and increase product adoption.
• Align customer success efforts with sales for seamless upsell/cross-sell initiatives.
• Manage and Coach the team to ensure they reach their complete potential.

Within one year

• Establish a customer success culture that permeates the entire organization.
• Redefine the Ideal Customer Profile (ICP) to attract the right clients.
• Lead initiatives to scale and upskill the team, focusing on long-term growth and efficiency.

Interview Process

• Round 1: Initial conversation with HR 
• Round 2: Take Home Assignment
• Round 3: Interview with Senior leadership
• Round 4: Panel interview with Senior Leadership 
• Round 5: Interview with CEO 
• Round 6: Interview with HR

Compensation- As per Industry Standards

Why Join Appknox?

• Freedom & Responsibility: Work on challenging problems in a high-trust environment with flexibility in working hours and autonomy over your work.
• Competitive Compensation: We offer salary packages that reflect market trends, plus equity to ensure alignment with the company’s long-term success.
• Growth Opportunities: We foster continuous learning and development, supporting your journey towards career advancement.
• Transparency: Enjoy working in a startup culture that prioritizes open communication and cross-functional collaboration.
• Health Benefits: Comprehensive health insurance for you and your family.

• Good experience with Batch operator in AutoSys.
• Some experience in Job Scripting will be plus.
• Good experience in Monitoring tools and troubleshooting.
• Excellent experience in Job sequencing and prioritization.
• Should have very good experience in handling escalations.
• Should have experience in Change Management/Control/Change Request (CR).

Certifications : Any certifications related to AutoSys will be a plus.

Job Title – Data Scientist (Forecasting)

Anicca Data is seeking a Data Scientist (Forecasting) who is motivated to apply his/her/their skill set to solve complex and challenging problems. The focus of the role will center around applying deep learning models to real-world applications.  The candidate should have experience in training, testing deep learning architectures.  This candidate is expected to work on existing codebases or write an optimized codebase at Anicca Data. The ideal addition to our team is self-motivated, highly organized, and a team player who thrives in a fast-paced environment with the ability to learn quickly and work independently.

Job Location: Remote (for time being) and Bangalore, India (post-COVID crisis)

• At least 3+ years of experience in a Data Scientist role
• Bachelor's/Master’s degree in Computer Science, Engineering, Statistics, Mathematics, or similar quantitative discipline. D. will add merit to the application process
• Experience with large data sets, big data, and analytics
• Exposure to statistical modeling, forecasting, and machine learning. Deep theoretical and practical knowledge of deep learning, machine learning, statistics, probability, time series forecasting
• Training Machine Learning (ML) algorithms in areas of forecasting and prediction
• Experience in developing and deploying machine learning solutions in a cloud environment (AWS, Azure, Google Cloud) for production systems
• Research and enhance existing in-house, open-source models, integrate innovative techniques, or create new algorithms to solve complex business problems
• Experience in translating business needs into problem statements, prototypes, and minimum viable products
• Experience managing complex projects including scoping, requirements gathering, resource estimations, sprint planning, and management of internal and external communication and resources
• Write C++ and Python code along with TensorFlow, PyTorch to build and enhance the platform that is used for training ML models

Preferred Experience

• Worked on forecasting projects – both classical and ML models
• Experience with training time series forecasting methods like Moving Average (MA) and Autoregressive Integrated Moving Average (ARIMA) with Neural Networks (NN) models as Feed-forward NN and Nonlinear Autoregressive
• Strong background in forecasting accuracy drivers
• Experience in Advanced Analytics techniques such as regression, classification, and clustering
• Ability to explain complex topics in simple terms, ability to explain use cases and tell stories

As a Full Stack Developer, you'll be instrumental in shaping the future of AI assistants for data teams and understanding the intricacies of Large Language Models (LLMs) to optimise their usage across multiple use cases. Utilising Django, you'll architect backend infrastructures optimised for handling data processes and LLM interactions. Your role involves building APIs with the Django Rest Framework. With React, you'll design user-centric interfaces that seamlessly integrate with our AI assistants, ensuring that data teams have an intuitive experience. Working at the forefront of AI revolutions and pushing the boundaries of what AI can achieve in data management and analysis.

Responsibilities:

• Back-end Development: Utilise Django to architect robust back-end infrastructures. Ensure they are tailored for complex data processes and seamless LLM interactions.
• API Design: Craft efficient and scalable APIs using the Django Rest Framework.
• Front-end Development: Transform UI/UX designs into functional web pages using React. Prioritise performance and deliver seamless user experiences.
• AI Integration: Design user interfaces that flawlessly integrate with our LLMs, and AI assistants, aiming to offer data teams an intuitive and efficient interaction.
• Innovation: Stay abreast of AI advancements. Push boundaries and explore new possibilities in data management and analysis using AI.

Requirements:

• Pre-requisite Tech Stack: Python, Django, React, Springboot, CSS, and SQL
• Previous work experience with a start-up or similar setting is preferred
• Having an interest in system architecture design

Experience Required: Must Have 5+Years of Experience 

Roles & Responsibilities:

• Document & implement project scope, work on technical architecture designing for the product factoring scalability, user-friendliness, security.
  
  
• Work on DevExpress Enhancements
  
  
  
• Make detailed progress reports for tracking milestones & deliverables.

Skills Required:

• Candidate must have good experience in the following:

             Angular (2-10)

             ASP.Net,

SQL Server

C#/LINQ

WEB API

DevExpress / DevExtreme Third Party Control

 HTML, CSS.

Soft Skills required:  

• Should be self-motivated and self-driven  
• Ability to work with team members across the globe  
• Excellent interpersonal and written communication skills  
• Ability to define, implement and work to a schedule  
• Good time management skills  

• Monitoring patient’s condition and assessing their needs to provide the best possible care and advice
• Observing and interpreting patient’s symptoms and communicating them to physicians
• Collaborating with physicians and nurses to devise individualized care plans for patients