About the Role
This role focuses on guiding clients through technical onboarding, troubleshooting issues, and maximizing platform utilization to ensure ongoing success and satisfaction.
Responsibilities
- Onboard new clients using technical configuration and integration support
- Collaborate with clients to understand their business goals and technical needs
- Provide hands-on assistance with API integrations and data migration
- Monitor client health metrics and proactively address risks
- Serve as the primary technical contact during the post-sale phase
- Troubleshoot platform issues and coordinate with engineering teams
- Deliver product training tailored to client teams and use cases
- Track adoption trends and recommend feature usage improvements
- Facilitate quarterly business reviews with client stakeholders
- Document client-specific workflows and technical configurations
- Identify upsell opportunities through deep product engagement
- Escalate critical bugs and advocate for resolution timelines
- Maintain up-to-date knowledge of platform updates and roadmaps
- Support clients during major system upgrades or migrations
- Ensure compliance with security and data handling standards
- Coordinate with support and professional services teams as needed
- Gather client feedback to inform product development
- Create technical guides and FAQs for client reference
- Respond to time-sensitive technical inquiries within SLA
- Drive renewal readiness by demonstrating ongoing value
- Promote best practices in system administration and access control
- Assist with testing client-specific customizations
- Manage technical aspects of contract expansions
- Maintain accurate client records in CRM systems
- Contribute to improving internal customer success processes
Nice to Have
- Certification in cloud platforms such as AWS, Azure, or GCP
- Experience in B2B SaaS environments
- Background in customer success or account management
- Familiarity with DevOps practices and tools
- Knowledge of CI/CD pipelines
- Experience with single sign-on and SAML configurations
- Prior work in high-growth startup settings
- Exposure to agile project management frameworks
- Understanding of data privacy regulations like GDPR or CCPA
- Technical writing experience for client documentation
Compensation
Competitive salary with performance incentives
Work Arrangement
Remote with flexible hours
Team
Customer-facing team supporting enterprise clients
What We Offer
- Opportunity to work with innovative SaaS technology
- Flexible schedule and remote work environment
- Professional development and training programs
- Health and wellness benefits package
- Paid time off and holiday schedule
- Equipment allowance for home office setup
- Inclusive culture focused on growth and collaboration
Application Process
- Submit resume and cover letter through online portal
- Initial screening with HR team
- Technical assessment and case study review
- Interviews with customer success and engineering leads
- Final review and offer decision within two weeks
Not specified
