Customer Success

Education & Experience:   

• Graduated from Engineering, Business or related fields
• Has experience in a customer-oriented position
• Have solid oral and written communication abilities, exquisite listening skills
• Superb at analytical thinking and problem solving
• Result-oriented and open-minded
• Humble, Hungry and Smart
• Able to effectively handle a number of diverse and complex problems at the same time
• Strong project management and strategic planning skills
• Great people skills and the ability to be personable and professional
• Comfortable working across multiple departments in a deadline-driven environment
• Active team player, self-starter, and multitasker who can quickly adjust priorities
• Knowledge of SQL, HTML and CSS is a huge plus 
• Understanding the motivation and importance regarding principles of automating and making him/herself useless
  
  

What will be your responsibilities?

• Learn and work with our data-geeks (aka engineers and developers) and product specialists whenever it’s required to make sure the client has full tech support, if necessary
• Be the main responsible person for Customer Net Promoter Score
• Listen and collect all requirements and be the voice of customer for the solution we are providing our customers for our SaaS solutions
• Support product and technology team for prioritizing the customer needs and feedback
• Be the first person to contact and support customer 
• Collecting, Addressing and escalating Bugs and Issues in production environment
• Support on small and medium configurations and work closely with technology and product team to  automate them
• Be “ready and there” for our customers whenever they need regarding our solutions
• Proactively provide constant feedback to your team on market trends, unmet needs, and opportunities to create a bigger impact on our partnership with our client
• Establish a trusted adviser relationship that ensures our customer's overall satisfaction with our services and technology
• Bring new product ideas to the table! As an account strategist, you will be helping our product and design gurus shape our product roadmap
• Be the primary point of contact and build long-term relationships with customers
• Develop a trusted advisor relationship with key accounts, customer stakeholders and executive sponsors
• Ensure the timely and successful delivery of our solutions according to customer needs and objectives
• Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders
• Learn, forecast and track key account metrics
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations
• Enhance department and organization's reputation by accepting ownership for accomplishing new and different requests; exploring opportunities to add value to job accomplishments
• Monitor and analyze customer's usage of our product
• Responsible for working with the team to onboard and integrate new clients and developing existing client relationships
• Help customers through email, phone, online presentations, screen-share and in person meeting