Customer Success Specialist

Job Description:

The 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 it's 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 the client; analyze trends to identify areas for improvement.

Work with our fleet leadership team to boost customer referrals and develop case studies.

Basic understanding of observability.

Basic experience of working under Linux.

Helps in technical troubleshooting and helps customers in instrumentation of the applications to send teler observability tools.

Maintain technical documentation in our teams' internal and user-facing docs.

Required skills and qualifications include, but are not limited to, the following:

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's 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

Required Skills

1. Knowledge of Python or Java

Nice to have (not must-haves)

1. Cloud experience - AWS/Azure (deploying and maintaining apps)

2. Kubernetes experience