Technical Specialist

Technical Specialists ​play a strategic role within the Customer Success department. Reporting to Sr. Manager, Customer Success Operations, he or she will be responsible for acting as a conduit between CS + Product/Engineering, being the primary escalation point for bugs, issues, and product management within CS, primarily as they relate to one or more of our Products/systems. In addition, this role is responsible for providing technical support to strategic customers and internal staff.

Responsibilities

  • Product Management

    • Oversees assigned product launches for CS, including providing feedback, validating

      customer fit, speaking into communications plan, and ensuring resources are developed

      and communicated for staff and customer training

    • Oversees the customer feedback pipeline for CS, including refining data, creating

      business cases, and recommending solutions

    • Speaks to Product roadmap discussions from CS perspective

  • Engineering Escalation

    • Oversees the overall process of escalations to Engineering from CS, follow-ups, and

      communications with customers

    • Communicates updates on active issues with CS

    • Reports on current issues, blockers, and effectiveness to manager on a regular basis

  • Strategic Support

    • Provides high-touch support to Strategic customer issues, ensuring they are addressed in a timely and effective manner

  • Risk Management

    • Actively monitoring relevant communication/technical channels for possible issues, investigating, and escalating, as appropriate

● Other responsibilities, as required

 

Attributes/Qualifications

  • Expertise and experience in Customer Success and customer vertical(s)

  • Ability to break down ambiguous problems into concrete, manageable components and think

    through optimal solutions

  • Enjoys "getting their hands dirty" by digging into complex issues; curious with a love for problem

    solving

  • Takes a high degree of ownership over their work

  • Proven ability to work in a fast paced environment; ability to quickly adapt to new situations and

    think on your feet

  • Exceptional time management, organization, and multi-tasking skills

  • Technical acumen with experience in a variety of software; proficient in Microsoft Excel or Google

    Sheets

  • Proactive mindset and minimum need for supervision

  • Persistence and determination to deliver results

  • Ability to manage multiple, concurrent support relationships

  • Ability to anticipate change and adjust priorities accordingly

  • Interest in implementing feedback and dedicated to the improvement of your skills and work

  • A desire to help people and improve the customer experience

  • Must be a team player - this role won’t work well if you don’t work well with others

 

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