Responsibilities:
• Establish a trusted adviser relationship, with overall responsibility on managing customer relationship, end to end.
• Assure customers’ satisfaction across named accounts through account planning, daily and proactive communication with the customers, issues resolution and control.
• Provide deployment’s project management guidance and support for partners and inside sales.
• Analyze and understand feature requests from customers.
• Understand the customer’s technical environment including key configuration elements, drive technical escalations, and coordinate key resources in the escalation process.
• Identify common customer challenges and proactively suggest better solutions
• Collaborate with R&D, Product management and support teams to analyze, prioritize and resolve complex technical bugs and issues
Requirements:
• 3+ years of direct customer support and experience in post-sales support, or equivalent experience in professional services, project management functions in Fortune 1000, mid-tier, and/or start-up companies.
• In-depth knowledge of Enterprise IT infrastructure (1000+ users), with a solid understanding of enterprise IT solutions, security, and networking.
• Strong technical and communication skills that will help guiding customers through complicated technical processes.
• Willingness to travel (about 30% of the time)
• Fluent English.