As a Customer Success Analyst, you'll ensure client satisfaction and achieve their goals through feedback and metric analysis. Join Track.co, a leader in client experience management.
About the role
- Technical Success Manager enabling customers to maximize value from AI-powered code review platform. Collaborating cross-functionally to troubleshoot technical issues and develop solutions.
Responsibilities
- Serve as the technical vanguard within the customer success organization
- Work directly with our customers to troubleshoot, debug, reproduce and resolve complex technical issues
- Educate customers on the best product usage, ensuring they maximize the value out of it
- Support the customer success and sales teams on sales, retention, and expansion motions
- Work with our developers to identify defects and opportunities for product improvement
- Improve the serviceability of the product by testing new features and developing tools to scale our deployments and auto-support infrastructure
- Provide an analysis of our existing customer base to avoid and minimize risks in the install base
- Define and inspire changes to our product with our development engineering team based on feedback from customers and partner implementations
- Develop and contribute to internal and external knowledge bases and drive continuous improvement in everything we do
- Provide escalation support on weekdays and off-hours on an as-needed and scheduled rotational basis
Requirements
- At least 3 years of experience in software engineering or a customer-facing, technical role
- Excellent communication skills: business fluency in spoken and written English
- Customer Obsession: a passion to deliver a high-quality customer experience
- Excellent problem-solving skills with the ability to debug complex technical issues
- Strong proficiency in at least one programming or scripting language
- Strong understanding of modern software development practices, version control systems, and the software development ecosystem, e.g. Git, GitHub, CI/CD, VS Code, Cursor
- Ability to travel about 25% of the time to meet with customers
Benefits
- Work on cutting-edge technology with real-world impact
- Collaborative and innovative environment
- Competitive salary, equity, and benefits
- Professional development opportunities
Job title
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