Customer Success Specialist

mIQroTech - Tampa, FL (30+ days ago)


Customer Success Specialist

Tampa FL – Full Time | Onsite

We are looking for a high energy, customer obsessed, compassionate person who is ready to take ownership across all of our support channels. You have a track record of handling customer caseloads with daily monitoring, triage and prioritization, which includes review, escalation and coordination across product teams, and assessment of quality of impact and severity.

The ideal candidate would be ready to hit the ground running on day one. You will need to make many critical decisions each day. You will be the primary contact point for customers working with sales, account management,and engineering to deliver a consistent experience to our clients. You understand the importance of a bug free product and will be communicating bugs with specific steps to reproduce directly to our engineers. This will be a hybrid role where you will handle support across all channels [app, email, phone, community] and be the lead on customer success operations.

Essential Duties and Responsibilities:

Ability to understand the Software as a Service business model and drill into understanding product strategy and intended use of products.

Partnership with engineering team members to perform review, prioritization and resolution of cases, which includes root cause analysis and identification of Incident/case trends/themes to understand customer impacts and emerging issues.

Partnership with the product and data quality teams to ensure relevant issues are incorporated and prioritized into backlogs.

Be aware and communicate upcoming product changes/releases to customer success management.

Assist the product and support teams in communicating issues within the relevant team.

Assist Product Managers to coordinate product deployment validations activities and establish monitoring solutions and monitoring roles/responsibilities.

Establish and communicate Product operating/performance metrics, key performance indicators and service levels.

Responsible for ensuring customers have an outstanding customer support experience so they understand our tools, systems and what they are looking at when interpreting their data and alerts.

Establish and document support procedures relative to on-call schedule, response groups, support communication channels, escalation procedures, training material, set up of emergency notification procedures in coordination with the product teams.

Be aware of internal software performance utilizing internal tools built by the engineering team to know in advance what customer has what issue from a pipeline infrastructure perspective or from a customer software interface perspective.

Relay distilled customer feedback to engineering with clarity so issues can be mitigated and resolved.

Become intimately familiar with customer interfaces and stakeholders to provide a warm, friendly experience for customers, and maintain excellent relations internally with engineering.

Interact with fellow team members and customers to identify relevant questions, issues and improvements related to interface designs and experiment with new ideas and technologies to bring continual improvement and best interface experience to our customers.

Collaborate with and lead other technical team members to achieve target objectives and keep management clearly and concisely informed of progress in conjunction with project milestones and timelines.

Responding to in-app support inquiries.

Onboard, help underwrite, and train new clients.

Serve as a “middle man” between sales and engineering; Effectively communicating customer needs and training.

Required Qualifications:

  • Exceptional inter-personal and customer service skills
  • Strong problem-solving skills required
  • Advanced Microsoft Excel Skills - Lookups, Pivot Tables, Charts, Statistics required
  • Ability to work in a very fast-moving environment required
  • High initiative in working through difficult problems and obstacles required
  • Ability to work independently and prioritize work and actions accordingly required
  • Ability to understand customer feedback and share/socialize with the appropriate internal stakeholders required
  • Self-starter and results driven with proven ability of driving and enabling customer success with internal and external parties required
  • Basic understanding of rapid software development and Phone application methodologies required
  • Familiar with establishing customer support protocols and capturing quality assurance metrics
  • Excellent oral and written communication skills and excellent on the phone
  • Strong typing and document composition skills
  • Advanced computer skills
  • Strong team collaboration skills

Preferred Qualifications:

  • Bachelor’s Degree Communications, Management Science, Information Systems or equivalent
  • Familiarity with JIRA or equivalent issue tracking tools
  • 5+ years related job experience
  • Multi-lingual (Arabic, Spanish, Russian)
  • SaaS experience a plus

We offer competitive salaries, health benefits, paid time off, a gym membership, and free lunch on Friday's! You also get to work with an award winning team that is passionate about bettering the world. We cannot wait to start working with you!

At mIQroTech, we believe good talent stands apart from the rest with a résumé alone. This means that we believe that college degrees are amazing, but are optional. Additionally, we don't believe in cover letters. Let the best you shine.

Please submit résumé and contact information to miqrotech.com/careers

Job Type: Full-time

Salary: $40,000.00 to $60,000.00 /year

Experience:

  • Sales: 5 years

Education:

  • Bachelor's

License:

  • Driver's License

Language:

  • Spanish
  • English
  • Russian
  • Arabic

Required work authorization:

  • United States

Required travel:

  • 50