- Serve as the technical point of contact for customers, addressing any technical concerns or challenges they face with the SaaS product.
- Collaborate closely with customers to understand their business needs and tailor solutions using the product.
- Conduct product demos and training sessions to onboard new customers and enhance the product knowledge of existing users.
- Troubleshoot technical issues, liaise with the product development team for complex challenges, and ensure timely resolution.
- Monitor customer usage and health metrics to identify potential areas of concern or opportunities for upselling and product expansion.
- Gather customer feedback on product features and functionality, and communicate this to the product and development teams.
- Stay updated with the latest product updates and features to provide accurate and up-to-date support.
- Develop technical documentation, FAQs, and knowledge base articles to aid customers in self-service.
- Collaborate with the sales and product teams to ensure seamless customer experiences from pre-sales to post-sales support.
- Advocate for customers' needs and contribute to the continuous improvement of the customer success process.
- Proven experience in a technical customer support or customer success role, preferably for a SaaS product.
- Strong technical acumen with the ability to understand and troubleshoot software-related issues.
- Excellent communication skills, both written and verbal, with the ability to explain complex technical concepts in simple terms.
- Familiarity with the SaaS ecosystem and common integration challenges.
- Strong problem-solving skills and a customer-centric mindset.
- Ability to work collaboratively across teams, including sales, product, and development.
- Knowledge of customer success tools and platforms.
- A proactive approach to identifying potential challenges and addressing them before they escalate.
- A Bachelor's degree in a technical field, or equivalent practical experience.
To apply, send your resume to firstname.lastname@example.org.