About the Role
This role involves partnering with customers to maximize product adoption, addressing technical challenges, and serving as a trusted point of contact throughout the customer journey in the Americas region.
Responsibilities
- Respond to customer inquiries via email, phone, and chat in a timely manner
- Diagnose and resolve technical issues related to software functionality
- Guide users through onboarding and ongoing product features
- Monitor customer health and proactively identify opportunities for support
- Collaborate with product and engineering teams to relay user feedback
- Document customer interactions and update CRM records accurately
- Escalate complex technical cases when necessary
- Assist in creating knowledge base articles and support documentation
- Support sales teams with technical insights during customer evaluations
- Track and report on customer satisfaction metrics
- Identify at-risk accounts and help implement retention strategies
- Participate in customer check-in calls and success planning
- Stay current with product updates and new feature releases
- Provide input for improving customer-facing processes
- Coordinate with regional teams for localized support needs
- Handle license and account access requests
- Educate customers on best practices for software utilization
- Follow up on unresolved issues until resolution is achieved
- Maintain confidentiality of customer data
- Adapt communication style to suit technical and non-technical audiences
- Work within service level agreements for response and resolution times
- Assist with user training sessions and webinars
- Report recurring issues to internal stakeholders
- Support multilingual customers when possible
- Contribute to continuous improvement of support workflows
Compensation
Competitive salary with performance-based incentives
Work Arrangement
Remote with flexible hours; some evening availability required
Team
Part of a global customer success team focused on technical support and retention
About Us
- We develop advanced software that turns images into accurate 3D models and maps, used in industries such as surveying, construction, and public safety.
- Our platform is powered by photogrammetry and computer vision technologies, enabling professionals to make data-driven decisions from drone-captured imagery.
What We Offer
- Opportunity to work with cutting-edge technology in a growing industry
- Flexible work environment with emphasis on work-life balance
- Professional development and growth opportunities
- Collaborative and inclusive team culture
Not available for this position
