Customer Success

You are a highly organized, self-starter who works well independently or in a team environment. You excel at solving problems on your feet, gathering technical information from nontechnical people, communicating the resolution to non-technical customers in a timely manner, and following up to ensure everyone is happy.

Responsibilities

  • Establish a trusted relationship with our customers and help drive continued value of our products and services
  • Act as an escalation point for all inbound cases from customers, prioritizing cases by impact and work with the team to manage a queue of inbound cases (although we don’t expect many…)
  • Assist sales, marketing, and engineering as needed with high priority customer-impacting issues
  • Monitor customer accounts for breaks in activity and provide proactive outreach to troubleshoot issues, and confirm that they’re still happy
  • Effectively follow-up on any issues with customers and communicate resolution
  • Work to identify and/or develop opportunities to drive customer-wide adoption of our products and services

Qualifications

  • Prior experience in a technical support or account management role
  • Ability to drive continuous value of our products in our customers’ eyes
  • Working knowledge of Excel
  • Thrives in a multi–tasking environment and can adjust priorities on the fly, while all the time… keeping customers happy.