Technical Specialist

Technical Specialists ​play a strategic role within the Customer Success department. Reporting to Sr. Manager, Customer Success Operations, he or she will be responsible for acting as a conduit between CS + Product/Engineering, being the primary escalation point for bugs, issues, and product management within CS, primarily as they relate to one or more of our Products/systems. In addition, this role is responsible for providing technical support to strategic customers and internal staff.

Responsibilities

• Product Management

  • Oversees assigned product launches for CS, including providing feedback, validating

    customer fit, speaking into communications plan, and ensuring resources are developed

    and communicated for staff and customer training

  • Oversees the customer feedback pipeline for CS, including refining data, creating

    business cases, and recommending solutions

  • Speaks to Product roadmap discussions from CS perspective

• Engineering Escalation

  • Oversees the overall process of escalations to Engineering from CS, follow-ups, and

    communications with customers

  • Communicates updates on active issues with CS

  • Reports on current issues, blockers, and effectiveness to manager on a regular basis

• Strategic Support

  • Provides high-touch support to Strategic customer issues, ensuring they are addressed in a timely and effective manner

• Risk Management

  • Actively monitoring relevant communication/technical channels for possible issues, investigating, and escalating, as appropriate

● Other responsibilities, as required

Attributes/Qualifications

• Expertise and experience in Customer Success and customer vertical(s)

• Ability to break down ambiguous problems into concrete, manageable components and think

  through optimal solutions

• Enjoys "getting their hands dirty" by digging into complex issues; curious with a love for problem

  solving

• Takes a high degree of ownership over their work

• Proven ability to work in a fast paced environment; ability to quickly adapt to new situations and

  think on your feet

• Exceptional time management, organization, and multi-tasking skills

• Technical acumen with experience in a variety of software; proficient in Microsoft Excel or Google

  Sheets

• Proactive mindset and minimum need for supervision

• Persistence and determination to deliver results

• Ability to manage multiple, concurrent support relationships

• Ability to anticipate change and adjust priorities accordingly

• Interest in implementing feedback and dedicated to the improvement of your skills and work

• A desire to help people and improve the customer experience

• Must be a team player - this role won’t work well if you don’t work well with others