About the Role
This role involves working directly with customers to drive adoption and satisfaction by providing technical guidance, resolving issues, and enabling effective use of the platform’s features.
Responsibilities
- Collaborate with clients during onboarding to understand business goals and technical requirements
- Configure and customize platform settings to align with client workflows
- Conduct training sessions for end users and administrators
- Troubleshoot technical issues and coordinate with internal teams for resolution
- Monitor customer health metrics and proactively identify areas for improvement
- Document client configurations and support interactions
- Serve as a technical point of contact throughout the customer lifecycle
- Gather feedback to inform product enhancements
- Support data migration and integration efforts
- Maintain up-to-date knowledge of platform capabilities and updates
- Assist with user adoption strategies and change management
- Respond to customer inquiries via email, phone, or chat
- Escalate complex technical problems to engineering when necessary
- Participate in post-implementation reviews
- Develop best practice guides and knowledge base materials
- Work with sales teams during pre-contract technical evaluations
- Ensure compliance with security and access policies
- Track support cases and follow service level agreements
- Optimize system performance based on client usage patterns
- Coordinate with third-party vendors when integrations are involved
Nice to Have
- Certification in project management or technical support
- Experience with work management or collaboration platforms
- Background in IT support or systems administration
- Familiarity with RESTful APIs
- Knowledge of single sign-on and identity management
- Experience in agile environments
- Exposure to DevOps practices
- Scripting skills in Python, JavaScript, or similar
- Understanding of database structures and queries
- Prior work in a SaaS customer success team
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid work model with flexibility for remote work
Team
Part of the customer-facing technical team focused on client onboarding and support
What We Offer
- Opportunities for professional growth and skill development
- Collaborative and inclusive work culture
- Flexible work arrangements to support work-life balance
- Access to cutting-edge technology and tools
- Comprehensive health and wellness benefits
Our Commitment to Diversity
- We value diverse perspectives and foster an environment where all voices are heard
- Equal opportunity employer committed to inclusion across race, gender, age, and background
Available for qualified candidates
