Job Description
We are looking for a seasoned Senior Customer Success Specialist with a technical background to join our team. The ideal candidate will have at least 5 years of experience in customer success or client-facing roles, with exposure to product support being a significant advantage. You will play a pivotal role in ensuring customer satisfaction, promoting product adoption, and driving customer success.
Key Responsibilities
- Serve as the primary technical point of contact for assigned clients, addressing inquiries and resolving complex technical issues.
- Assist customers in understanding and utilizing our products effectively to achieve their goals.
- Onboard new clients, ensuring a seamless transition and understanding of technical requirements.
- Collaborate with internal teams (Product, Development, and Support) to address customer feedback and enhance product offerings.
- Conduct periodic business reviews and technical assessments to ensure client satisfaction and retention.
- Proactively identify opportunities to upsell or cross-sell additional services and products based on client needs.
- Document and analyze customer interactions to improve service delivery and product performance.
- Provide support during escalations, troubleshooting technical issues and coordinating with the product team for resolution.
