Customer Success Specialist with Observability
Montreal, QC (Hybrid - 3 days/week onsite)
6-12 months Contract role
Key Responsibilities
- 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
- 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 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, help 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
- 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
- Bachelor s degree or equivalent in Computer Science or Communications
- Knowledge of Jira
- Prior Knowledge
