Description
- . Customer Relationship Management:
- Serve as the primary point of contact for assigned customers, developing a deep understanding of their business and technical environments.
- Build and maintain strong, long-term relationships with key stakeholders.
- Regularly engage with customers to ensure satisfaction, address concerns, and understand their evolving needs.
- Technical Support and Solutions:
- Provide expert technical guidance and support to customers, ensuring the successful implementation and operation of the company's products.
- Troubleshoot and resolve technical issues, collaborating with internal technical teams as needed.
- Develop and deliver technical training and product demonstrations to customers.
- Account Management:
- Monitor and report on the status of customer accounts, including usage metrics, service adoption, and potential upsell opportunities.
- Proactively identify and address risks to customer success and retention.
- Work closely with sales and customer success teams to ensure alignment on account strategies and goals.
- Customer Advocacy:
- Act as a customer advocate within the company, ensuring customer feedback is heard and acted upon.
- Collaborate with product management and development teams to influence product roadmaps based on customer feedback and needs.
- Project Management:
- Oversee the delivery of technical projects for customers, ensuring they are completed on time, within scope, and to the customer's satisfaction.
- Manage project timelines, resources, and budgets, providing regular updates to customers and internal stakeholders.
- Continuous Improvement:
- Stay current with industry trends and best practices to provide innovative solutions to customers.
- Continuously seek opportunities to improve customer experience and internal processes.
- Technical Expertise:
- Bachelor’s degree in Computer Science, Engineering, or a related field, or equivalent work experience
- Strong technical background, with experience in software, cloud services, or IT infrastructure
- Ability to understand complex technical issues and communicate solutions effectively
- Ability to develop workflows and build custom workers using our SDKs
- Ability to guide customers on customer hosted worker configuration and scalability
- Ability to guide customers on DR & mult-cluster architecture approaches
- Customer-Centric Mindset:
- Demonstrated experience in a customer-facing role, preferably in technical account management, customer success, or technical support.
- Excellent communication and interpersonal skills, with the ability to build trust and rapport with customers.
- Project Management Skills:
- Proven ability to manage multiple projects and tasks simultaneously, with a strong attention to detail.
- Experience with project management tools and methodologies.
- Problem-Solving Abilities:
- Strong analytical and problem-solving skills, with the ability to think strategically and make data-driven decisions.
- Ability to handle difficult situations and provide effective solutions under pressure.
- 5+ years experience in enterprise level client-facing work
- Strong technical background, with experience in software, cloud services, or IT infrastructure.
- Ability to understand complex technical issues and communicate solutions effectively.
- Demonstrated experience in a customer-facing role, preferably in technical account management, customer success, or technical support.
- Excellent communication and interpersonal skills, with the ability to build trust and rapport with customers.
- Proven ability to manage multiple projects and tasks simultaneously, with a strong attention to detail.
- Experience with project management tools and methodologies.
- Strong analytical and problem-solving skills, with the ability to think strategically and make data-driven decisions.
- Ability to handle difficult situations and provide effective solutions under pressure.
- Operations savvy mindset, with an ability to identify and eliminate process friction while continuing to build scalable processes.
- Experience practicing in small to medium scale project management.
- Strong organizational skills and self-starting mindset
- Start Date: ASAP
- Status: Full Time
- Type: Remote
- Location: Australia
- Department: Sales
- Reports to: Head of Revenue
- Comprehensive health coverage including medical, dental, and vision
- Flexible PTO
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