Description

The Technical Customer Success Specialist resolves customer queries, develops strategies to improve client services, collaborates with the development team to ensure a positive user experience, maintains relationships with existing customers, and onboards new customers.

About You

• Review, assess, and propose a plan to streamline customer support and success processes.
• Become familiar with our core product to effectively handle customer support and provide accurate solutions.
• Proactively engage with the product owner and development team to address customer concerns.
• Provide technical and non-technical support to customers.
• Provide weekly reports on customer support activities to management.
• Collaborate with the marketing team to gain insights and suggest marketing activities.
• Manage customer support on social media accounts.
• Conduct and facilitate webinars to educate potential customers.
• Conduct demo calls to assist customer onboarding.
• Manage premium and enterprise customer accounts.
• Assist in updating and improving our FAQ page.
• Spearhead the growth, processes, and training of the customer success & support department.

Our Requirements

• Proven experience as a Relationship Manager or Account Manager.
• Solid background in customer service, specifically technical support.
• Experience working with SaaS companies is highly desirable.
• Understanding of URL shortening is a plus!
• Background in SaaS technology and ability to guide technical customers.
• Experience tracking relevant customer support KPIs.
• Proficient in Google Suite, with working knowledge of Jira and other customer support tools.