Technical Customer Success Associate

The Technical Customer Success Associate will be responsible for ensuring the success of our customers throughout their lifecycle with our SaaS product. They will work closely with customers to understand their business goals and objectives and develop a strategic plan for achieving those goals using our product. They will also serve as the primary point of contact for customers, providing proactive support, guidance, and advocacy.

Responsibilities :

Develop and maintain strong relationships with customers, acting as a trusted advisor and advocate for their success

Understand customer business objectives and create a strategic plan along with Product & Sales team for achieving them using our product

Provide proactive support and guidance to customers, ensuring they are getting maximum value from our product

Identify and escalate customer issues to the appropriate internal teams, and work with them to resolve issues in a timely manner

Check API logs to understand the issue in depth and then assign to relevant team

Drive weekly reviews with customers to track and monitor their progress, identify areas for improvement, and make recommendations for optimizing their use of our product

Analyze customer data and usage patterns to identify trends and insights that can be used to improve the customer experience

Collaborate with the sales team to ensure a smooth handoff of new customers, and help onboard them to our product.

Requirements : Bachelor's degree

2+ years of experience in customer success, account management, or a related field

Strong interpersonal skills, with the ability to build rapport and establish trust with customers

Excellent communication skills, both written and verbal

Strong problem-solving skills, with the ability to identify and resolve issues in a timely manner

Analytical mindset

Understanding of APIs