SKILLS, KNOWLEDGE AND EXPERTISE

• Technical expertise – a strong understanding of the company’s products and services, as well as relevant technical domains
• Ability to diagnose and resolve technical issues, analyse data and identify trends
• Excellent verbal and written communication skills, with the ability to explain technical concepts clearly to both technical and non-technical audiences
• Customer Relationship Management – ability to build and maintain strong relationships with clients, understand theirs needed and advocate for their success
• Project Management – ability to manage projects simultaneously, prioritize tasks and meet deadlines
• Ability to work effective with cross-functional teams and collaborate with others to achieve common goals
• Problem-Solving and analytical skills
• Interpersonal skills
• Collaboration and teamwork
• Excellent positive attitude to driving customer satisfaction and success

KEY RESPONSIBILITIES

• Providing expert technical advice and support to clients on product usage, troubleshooting issues, and optimizing performance.
• Building and maintaining strong relationships with clients, understanding their business needs, and advocating for their requirements.
• Accelerating customer adoption of products and services, ensuring they achieve their desired outcomes and maximize value.
• Identifying, diagnosing, and resolving technical issues, often working with cross-functional teams to ensure timely resolution.
• Conducting product training sessions and providing ongoing support to educate clients on product features and best practices.
• Developing and executing account plans to align with customer goals, identifying opportunities for growth, and proactively addressing potential challenges.
• Working closely with sales, engineering, support, and other teams to ensure a seamless customer experience.
• Gathering customer feedback on product performance and functionality, and advocating for enhancements to improve the overall customer experience.
• Tracking key performance indicators (KPI’s), analysing data and generating reports to measure customer success and identify areas for improvement.