About the Role
The role involves serving as the primary contact for clients, managing technical escalations, and coordinating with internal teams to deliver timely solutions while maintaining service quality and customer satisfaction.
Responsibilities
- Act as the main point of contact for client technical inquiries and issues
- Monitor and track ongoing support cases to ensure timely resolution
- Collaborate with engineering teams to diagnose and solve complex technical problems
- Translate client needs into actionable tasks for internal teams
- Provide status updates to clients on active incidents and projects
- Document technical issues and resolutions in internal systems
- Escalate critical issues following established protocols
- Maintain up-to-date knowledge of company products and services
- Assist in onboarding new clients to the platform
- Coordinate between product teams and clients during feature rollouts
- Track client usage patterns and identify potential risks
- Support the creation of technical documentation for client use
- Participate in regular client review meetings
- Gather feedback from clients for product improvement
- Ensure service level agreements are met or exceeded
- Identify opportunities to improve client success and retention
- Work with security teams during incident response activities
- Assist in troubleshooting integration issues with third-party systems
- Maintain accurate records of all client interactions
- Support account planning and renewal discussions
- Provide input on client health metrics
- Facilitate communication during scheduled maintenance windows
- Help validate client-reported bugs
- Contribute to post-mortem analyses after major incidents
- Promote best practices in system configuration and usage
Compensation
Competitive salary with performance-based incentives
Work Arrangement
Remote with occasional travel
Team
Collaborative technical team supporting enterprise clients
Security Clearance
- Must be eligible to pass a background security check
- Position may require handling sensitive client data
On-Call Expectations
- Rotational on-call schedule including weekends and holidays
- Rapid response required for critical service incidents
Available for qualified candidates
