Tech Stack

Description

You will drive customer success by managing program strategies, resolving support tickets, and advocating for customer needs. Work directly with SMB clients throughout the lifecycle, providing technical guidance and ensuring retention.

Requirements

• Exceptional communication and diplomacy skills
• Passion for customer adoption and success
• Independent problem-solving and resilience
• Ability to explain complex concepts to diverse audiences
• Experience with CRM tools (e.g., Salesforce, Freshdesk)

Responsibilities

• Understand client requirements and implement actionable strategies for program delivery
• Manage aging submissions queue in Freshdesk, coordinating with customers and internal teams
• Act as customer advocate, collecting and analyzing feedback for Product team
• Provide support to Customer Experience Managers with administrative tasks and client issues
• Document interactions in Gainsight, Salesforce, and Freshdesk; create programs in Bugcrowd Platform