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Good Afternoon,
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Please let me know if you are interested in this position.
Lead Customer Success Specialist
Montreal, Canada (Hybrid)
Detailed Job Description
Consultant shall provide capacity to the Observability Tracing Squad Product Owner.
Detailed tasks include but are not limited to the following.
Own the entire relationship with customers, including onboarding, implementation, training, adoption, retention, and satisfaction.
Establish relationships as a trusted and strategic advisor to help ensure the continued value of our products and services.
Develop and maintain customer success strategies and best practices, as well as customer support content, with help from the creative team.
Communicate effectively with both internal and external senior managers to better understand customer needs, maximize retention and growth, and share learnings.
Maintain existing customer success metrics and data as directed.
Responsibilities include but are not limited to the following.
Serve as day-to-day contact of our customer base, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both.
Review the customer journey, determine how its supported, and use a consultative approach to help clients overcome issues and achieve their goals.
Facilitate interaction and workflow among project team members, including third party service providers, to ensure timely deliverables.
Collaborate, problem solve, and or strategize with team members on upcoming client meetings.
Prepare documentation or visuals of campaign performance for client; analyze trends to identify areas for improvement.
Work with our fleet leadership team to boost customer referrals and develop case studies.
Required skills and qualifications include but are not limited to the following.
Good to have skills.
Three to five years of experience in customer success
Strong skills in verbal and written communications, strategic planning, and project management
Analytical and process-oriented mindset
Ability to work effectively across multiple departments in a deadline driven environment.
Active team player, self-starter, and multitasker who can quickly adjust priorities.
Preferred skills and qualifications include but are not limited to the following.
Bachelor degree or equivalent in Computer Science or Communications
Knowledge of Jira
Prior Knowledge of Observability APM products such as Grafana Labs AppDynamics Opentelemetry
Experience in event planning.
Customer Success
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