Customer Success

AdaCore: Helping Developers Build Software that Matters

Everything we do at AdaCore is centered around helping developers build safe, secure and reliable software.

For 30 years, we've partnered with global leaders in aerospace & defense, air traffic management, space, railway and financial services. We've developed tools and services simplifying high-integrity software development through a subscription-based model. As demand for secure applications grows in industries like automotive, medical, energy, and IoT, we're adapting our proven technologies to assist a new generation of developers.

Our 150 global experts based in the US, France, Germany, the UK, and Estonia, collectively develop cutting-edge technologies to address the challenges of high-grade software development.

Joining AdaCore is about joining a culture of innovation, openness, collaboration and dependability, which defines how we work together, with our customers and partners.

Job Description:

As a Customer Success Engineer at AdaCore, you will be at the forefront of ensuring our customers' long-term success and satisfaction with our safety-critical software development solutions. You will join a dedicated team of professionals who are committed to maintaining and enhancing customer relationships, ensuring the effective adoption of AdaCore's technologies, and identifying new opportunities to support our customers' evolving needs. Your role will involve closely working with our customers in diverse domains such as aerospace and defense industrial automation and automotive to ensure they maximize the value of AdaCore's products and services.

Responsibilities:

Customer Onboarding and Adoption:

• Facilitate the smooth onboarding of new customers by providing onboarding and resources to ensure effective adoption of AdaCore's tools and technologies.
• Initiate and participate in the development and delivery of tailored training programs, workshops, and documentation to help customers effectively use our products.
• Conduct regular check-ins and reviews with customers to monitor their progress and address any challenges.

Customer Relationship Management:

• Build and maintain strong, long-lasting relationships with user teams and technical leaders.
• Serve as a point of contact for post-sales follow-up, monitoring support, helping to escalate issues and inquiries
• Monitor end user satisfaction and engagement levels, gathering feedback to continuously improve the customer experience.

Proactive Engagement:

• Identify and understand customers' evolving needs, providing proactive solutions to enhance their use of AdaCore's products.
• Participate in the development and execution of account engagement plans to drive customer success and retention, together with Account Management and Technical Account Management.
• Partner with the Account Management and Product Engineering teams to initiate custom solutions and proposals that address specific customer challenges.

Advocacy and Feedback:

• Advocate for customer needs by providing detailed feedback to Product Managers and Product Engineering teams based on customer interactions and experiences.
• Represent the voice of the customer within AdaCore, contributing to product development and improvement initiatives.

Skills and Qualifications:

• 5 - 10 years of experience in the software or technology industry in a technical capacity.
• Strong understanding of embedded software development and safety-critical systems.
• Excellent communication and interpersonal skills, with the ability to build and maintain strong customer relationships.
• Proven ability to manage multiple customer accounts and projects simultaneously.
• Experience with training, onboarding, and supporting customers in the adoption of new technologies.
• Familiarity with Ada, SPARK, Rust or other programming languages used in safety-critical systems is a plus.
• Strong problem-solving skills and a proactive approach to identifying and addressing customer needs.
• Ability to travel domestically and internationally as needed (~20-30%).

Bonus Qualifications:

• Previous experience in a technical support or customer-facing role.
• Experience with software development practices such as test-driven development, static analysis, and continuous integration.
• Contributions to open source projects.

Beyond the job

We're a global organization driven by diverse backgrounds, fostering innovation through an open exchange of ideas. We welcome applicants of all backgrounds, celebrating diversity in ethnicity, nationality, gender, age, religion, abilities, sexual orientation, veteran or marital status.

Our commitment is to help our teammates, wherever they are based, feel comfortable and satisfied, by encouraging flexibility to ensure them a healthy work-life balance. Additionally, we prioritize individual development by offering continuous training from day one with a personalized onboarding plan.