Strategic Customer Success Manager ensuring long - term success for enterprise clients at SOCi. Nurturing client relationships and driving product adoption to achieve business goals.
About the role
- Technical Success Manager providing Tier 2 support for our APAC clients at Bazaarvoice. Responsible for troubleshooting technical inquiries and ensuring client satisfaction with the platform.
Responsibilities
- Troubleshooting cases of medium to high complexity that involve different Bazaarvoice features and products.
- Reading, comparing, and explaining technical concepts and documentation (limitations, requirements, functionality) to various audiences (technical and non-technical, internal and external teams).
- Providing consultative guidance to assigned clients on how to resolve Bazaarvoice-related issues on their site while maintaining empathy and professionalism.
- Participate in or lead client meetings and demonstrate detailed technical knowledge of our product and how our clients are utilizing it on their respective websites.
- Work independently or collaboratively with internal teams (Client Success, TAM’s, Client Delivery, Network, CII, etc.) as well as our clients to resolve concerns, issues, and questions in a professional and timely manner.
- Handle all cases in accordance with documented processes and consistently meet all KPI’s (TTCR, CSAT and Utilization rates).
- Manage client expectations and meet or exceed time commitments consistently.
- Detect and take immediate action when a client shows signs of increasing frustration. This includes offering a screen-sharing call to better explain unclear concepts and de-escalate situations, by keeping internal stakeholders informed.
- Identify and suggest improvements to help improve and optimize processes utilized by the team.
- When necessary, assist with New Hire Training (team) and New Hire Orientation (corporate).
- Serve as Subject Matter Expert (SME) for assigned product functionality which includes creating/maintaining documentation, performing training, and serving as an escalation point.
- Serve as backup for other team members when they are out of the office.
Requirements
- 5+ years of experience of Technical Support (tier 2)
- Experience working on product support.
- 2+ years of experience providing technical support (tier 2 supports ) to SaaS clients
- Experience working in a client-facing role (preferably in application/software support) with enterprise clients and global brands
- Fluent in English to advanced business level.
- Should be comfortable working with APAC working hours - 3.30 AM to 11.30 AM.
- Exceptional problem-solving skills from both a technical and strategic perspective.
- Understanding of Web 2.0 technologies, such as HTML, CSS, JavaScript, API, and XML (reading and understanding the code).
- Ability to prioritize and manage multiple priorities in a dynamic environment and go above and beyond what the client expects.
- Working experience with Salesforce, Confluence, and JIRA.
- Experience coding or scripting for websites or web components using common programming and software development concepts.
- Working knowledge/understanding of SEO, API
Benefits
- Competitive salary + good benefits (insurance, annual leave, bonuses, referral rewards, and more).
- Hybrid work model (3 days in office – Prestige Tech Pacific, Kadubeesanahalli).
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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