Our client is looking for a Customer Success Specialist (Technical) who will play a crucial role in building programs that support and nurture several partners and customers
Responsibilities:
- Act as a point of escalation for partners and clients, coordinate customer calls and remote troubleshooting when required
- Own and engage with a growing portfolio of partners and direct clients
- Work closely with product and engineering teams to ensure high customer satisfaction
- Collaborate with other Account Managers to review account health and proactively identify gaps in customer/product experience
- Maintain and report customer account health and other key metrics
- Ensure that escalated Business Messaging API issues are resolved timely and communicated to the customer meeting their expectations
- Work closely with the Client Managers and Partnerships team, comprehend the business priorities and technical environments of long-tail clients and partners, as well as develop close relationships with them
- Work with the global Support team and partners to improve efficiency and quality of Support processes and tools
- Analyze tickets and provide recommendations that improve the customer experience. Build relationships with Product and Engineering teams to improve the product and advocate for customer needs
- Ability to travel internationally as needed
Required:
- 3+ years of technical support experience delivering/ enabling support for enterprise applications or being in customer success/account management
- Experience of enterprise cloud software and concepts (e.g. Single Sign On), integration with cloud service providers (e.g., AWS), and APIs
- Excellent communicator with the ability to simplify and clearly explain technical concepts to a non-tech savvy audience
- Excellent analytical skills to accurately respond to customer and partner needs at scale
- Ability to build relationships and effectively leverage them to remove blockers and expedite work
- Demonstrated experience of excellent troubleshooting of customer and partner escalations in a ticket based workflow while achieving SLA requirements and managing critical escalations
- Leverage tools and technology to deliver value to multiple accounts at once through one to many programs
- Ability to embrace the mindset of continuous improvement and actively contribute to processes that help scale the service
- Experience using operational metrics on a daily/weekly/monthly basis to prioritize and move to action
