Job Description

Responsibilities

Become a product expert and serve as the primary technical contact for both existing customers and new customer onboarding

Provide a timely response and resolution to inbound customer communications (phone, chats, and emails) – make sure to understand customer needs and provide feedback with a sense of urgency

Identify the root cause of customer issues, understand the steps to replicate and solve the problem within the client's means, and elevate when necessary.

Lead comprehensive customized onboarding and enablement

Consult with customers on setup decisions and share best practices so they get the most from the platform

Integrate the product with other customer products to enable the customer to maximize value

Document and collaborate with the engineering and management teams regarding new features or adjustments to existing features

Closely monitor customer engagement, usage, and happiness before, d...

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