Responsibilities:
Customer Onboarding: Lead technical onboarding efforts for new customers, ensuring a smooth transition and successful adoption of our software.
Technical Support: Provide expert technical support and troubleshooting assistance to customers, addressing their questions and concerns promptly and effectively.
Customer Advocacy: Act as a strong advocate for customers, understanding their needs and goals, and communicating their feedback to the product and engineering teams.
Relationship Management: Build and maintain strong relationships with customers, establishing trust and credibility as a technical expert and advisor.
Product Adoption: Drive adoption of new features and functionalities, educating customers on how to effectively utilize our software to achieve their objectives.
Customer Retention: Proactively identify and mitigate churn risks, working closely with customers to ensure their satisfaction and continued success.
Technical Documentation: Contribute to the development and maintenance of technical documentation, including knowledge base articles, tutorials, and user guides.
Internal Collaboration: Collaborate effectively with cross-functional teams, including sales, marketing, product, and engineering, to ensure customer success.
Requirements:
Technical Expertise: Deep understanding of Linux operating systems and command-line interface (CLI) tools.
SaaS Experience: Proven experience working with SaaS applications, ideally in a customer-facing role.
Troubleshooting Skills: Strong analytical and problem-solving skills, with the ability to diagnose and resolve complex technical issues.
Communication Skills: Excellent written and verbal communication skills, with the ability to effectively communicate technical concepts to both technical and non-technical audiences.
Customer Focus: Passion for customer success and a commitment to providing exceptional service.
Project Management: Ability to manage the customer's end-to-end technical support issues, Q&A and overall needs.
Self-Motivation: Ability to work independently and proactively, with a strong sense of ownership and accountability.
Preferred Qualifications:
Scripting/Coding: Familiarity with scripting or programming languages (e.g., Bash, Python) is a plus.
Networking: Understanding of networking concepts and protocols is beneficial.
Cloud Technologies: Experience with cloud platforms (e.g., AWS, Azure, GCP) is a valuable asset.
Experience in pre-sales – customer facing activities and POCs in B2B environment.
