Role Overview

The Application Engineer - Customer Success is a post-sales technical role focused on customer retention, license renewals, user enablement, and adoption of SOLIDWORKS and associated tools. You will act as the bridge between support and sales, ensuring customers derive maximum value from their investments and continue their engagement with Panshul Technologies.

Key Responsibilities

1. Customer Success & Relationship Management

- Build and maintain long-term relationships with customers to improve satisfaction and retention.

- Serve as the primary point of contact for customers post-deployment.

- Track renewal cycles and actively drive subscription/license renewals in coordination with the sales team.

- Conduct periodic customer review meetings to evaluate adoption and ROI.

- Identify up-sell or cross-sell opportunities through needs assessment.

2. Technical Support & Advisory

- Provide prompt and effective technical support via phone, email, and remote access for SOLIDWORKS and associated tools.

- Troubleshoot design, modeling, and software usage issues and provide root cause analysis.

- Guide clients in software configuration, customization, and optimal usage.

3. Software Implementation & Upgrades

- Support installation, migration, and upgrades of SOLIDWORKS and related software across client environments.

- Perform post-installation testing and ensure license activation and server/client setup.

- Ensure hardware/software compatibility and integration with existing customer infrastructure.

4. Training & Enablement

- Deliver targeted training programs to improve customer usage efficiency- covering CAD, PDM, 3DEXPERIENCE, and advanced SOLIDWORKS features.

- Conduct productivity-enhancing sessions like - What's New,- - Tips & Tricks,- and domain-specific workflows.

- Prepare custom learning content, reusable templates, and knowledge resources.

5. Customer Engagement & Value Realization

- Actively monitor product usage and adoption rates; identify customers at risk and intervene with tailored strategies.

- Help customers align SOLIDWORKS capabilities with their industry requirements and goals.

- Facilitate success stories and case studies demonstrating value delivery.

- Promote user group participation and knowledge-sharing events.

6. Collaboration & Reporting

- Collaborate with internal sales, marketing, and technical teams to ensure a seamless customer journey.

- Share insights on customer satisfaction, license usage trends, and renewal forecasts with leadership.

- Maintain CRM entries and support logs for customer activity tracking.

Key Skills & Competencies:

- Mandatory: Proficiency in SOLIDWORKS (Part, Assembly, Drawing, Surfacing, Sheet Metal, etc.)

- Strong knowledge of mechanical design principles and material properties.

- Experience with SOLIDWORKS PDM and 3DEXPERIENCE Works (ENOVIA) is highly preferred.

- Ability to troubleshoot technical issues and manage customer expectations.

- Excellent verbal and written communication skills.

- Strong organizational, relationship management, and follow-up skills.

- Proactive, customer-focused, and performance-driven approach.

Educational & Professional Qualifications:

- Bachelor's Degree in Mechanical Engineering or a related field.

- Certification in SOLIDWORKS (CSWP/CSWE) is preferred.

- 2+ years of experience in technical support, post-sales, or customer success roles in the SOLIDWORKS ecosystem.