Customer Success Specialist
4 months ago
As a Customer Success Specialist, you will play a crucial role in ensuring customer satisfaction, addressing post-purchase issues or concerns, and encouraging continued use, upsells, and referrals. You will work closely with customers to understand their needs, assist with deployment, provide training, handle support tickets, and maintain comprehensive customer records.
**Responsibilities**:
1. Mastering Customer Needs and Product Knowledge:
Deep Understanding of Customer Needs:
- Engage with customers to thoroughly understand their needs and challenges in the automotive cybersecurity domain.
- Articulate our Customer Value Proposition (CVP) effectively, demonstrating how our solutions address specific customer pain points.
Learn and Understand Relevant Industry Standards:
- Complete internal training on relevant automotive standards, understanding the linking to our tool's usage, purpose, and customer experience.
2. Effective Deployment Support:
General and Technical Deployment Assistance:
- Manage the customer deployment process, ensuring smooth onboarding and integration of our solutions.
- Provide detailed technical documentation and support for both on-premises and cloud-based deployments, working closely with deployment engineers.
Quality Assurance:
- Utilize and contribute to the deployment test plan, performing tests, documenting results, and troubleshooting any issues to ensure high-quality deployments.
3. Comprehensive Customer Training Programs:
User Training Sessions:
- Conduct training sessions to help customers understand and use our tools including our TARA tool, Security Operations Center (SOC), threat intelligence tools, and vulnerability management processes to enhance their cybersecurity capabilities.
4. Proactive Updates and Maintenance:
Regular Software Updates:
- Manage the process of updating on-premises Docker images, coordinating with customer technical teams and ensuring customers receive timely and successful updates.
Technical Documentation Maintenance:
- Maintain and update technical documentation, making it easily accessible to customers for troubleshooting and optimal product use.
5. Efficient Customer Support and Relationship Management:
Support Ticket Management:
- Handle customer support tickets efficiently, providing timely responses and solutions while adhering to the company's ticket handling policy and procedures.
Customer Relationship Tracking:
- Follow procedures to maintain detailed records of customer interactions, meetings, and contexts.
- Ensure all team members have access to up-to-date customer information to provide consistent and tailored support.
**Job Types**: Full-time, Permanent
Pay: From E£15,000.00 per month
**Experience**:
- engineering: 1 year (preferred)
**Language**:
- English FLUENTLY (required)
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