Job Description
Function: IT Operations and Support → DevOps / Cloud
In this role, you will also work on migrating source code repositories to GitHub Enterprise Cloud (GHEC), assisting customers in transitioning from their existing SCM platforms. This includes planning and executing migrations, troubleshooting issues, and ensuring a seamless experience for our clients.
You will play a pivotal role in fostering strong, long-lasting relationships with our customers.
The core responsibilities for the job include the following:
Customer Onboarding and Adoption:
- Lead the onboarding process for new customers, ensuring a smooth and successful implementation of Opsera's DevOps platform.
- Work closely with customers to understand their goals and challenges, and guide them in maximizing the value of Opsera within their unique environment.
Customer Engagement and Relationship Management:
- Develop and nurture strong relationships with key customer stakeholders, including C-level executives, DevOps teams, and IT leaders.
- Conduct regular check-ins and business reviews to assess customer satisfaction, address concerns, and identify opportunities for additional value delivery.
Customer Education and Enablement:
- Provide proactive guidance and recommendations to clients, ensuring they optimize the use of our DevOps solutions to achieve their goals.
- Develop and implement customer education programs to enhance user proficiency and promote best practices.
- Work closely with the training team to create documentation, tutorials, and other resources to empower customers.
Metrics and Reporting:
- Define and track key customer success metrics to measure and report on the overall health of the customer base.
- Provide regular updates to leadership on customer success initiatives, challenges, and opportunities.
- Collaborate with customers to establish and track success criteria and key performance indicators (KPIs).
Customer Support Escalation:
- Troubleshoot and resolve customer issues, working closely with the technical support and product teams when needed.
Requirements:
- 3-5 years of experience in customer success, with a focus on DevOps.
- Strong understanding of DevOps principles and practices.
- Excellent customer relationship and communication skills.
- Ability to work independently and as part of a team.
- Strong analytical and problem-solving skills.
- Bachelor's degree or Master's Degree.
Technical Expertise:
- Experience working on Linux-based infrastructure.
- Experience working on Jenkins.
- Experience with Github Actions pipelines / Gilab Runners.
- Experience working on security tools like sonar and Coverity is an added advantage.
- Previous experience in creating and deploying CI/CD tools and is sound on the CI/CD architecture.
- Working knowledge of various tools, open-source technologies, and cloud services.
- Awareness of critical concepts in DevOps and Agile principles.
- Setting up tools and required infrastructure.
- Experience on IAC (Infrastructure As Code) Terraform.
- Experience on Deployment tools like Argo/Octopus.
- Knowledge of Kubernetes and AWS cloud are added advantage.
- Deep understanding of Git internals, command-line usage, and Git best practices.
Preferred Qualifications:
- Experience with customer relationship management (Salesforce CRM) software.
- Experience with customer success metrics and reporting.
- Experience with DevOps tools and technologies.
- Experience with Customer Success Platforms.
Why Explore a Career at Opsera
Passion, integrity, and empathy are our values. We are customer-centric and we believe in excellence and win-together strategy!
About Opsera
Opsera is continuous orchestration for modern DevOps teams. Our clients can customize and automate any CI/CD toolchain, build declarative pipelines, and view unified analytics and logs across the entire software delivery process. Opera's platform provides the freedom to clients choose their DevOps stack with zero scripting involved.
At Opsera, we share a vision for the future of software delivery. We believe that DevOps has transformed from an aspiration to now a practical science. We built our platform to help organizations accelerate their DevOps adoption and reach peak innovation velocity. Our vision is to empower software and DevOps engineers to deliver software faster, safer, and smarter by providing them with a continuous orchestration platform that enables the choice of any CI/CD tools and no-code automation across the entire DevOps life cycle.
Opsera's continuous orchestration platform provides self-service toolchain automation, drag-and-drop declarative pipelines, and unified insights. With Opsera, development teams can use the tools they want, operations teams gain improved efficiency, and business leaders have unparalleled visibility. Opsera believes DevOps has transformed from an aspiration to a practical science, and its platform is purpose-built to help organizations accelerate DevOps adoption and reach peak innovation velocity.
