Customer Success Specialist

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