Customer Success with Observability

About the Company

Client: MS SERVICES CANADA CORP

About the Role

Job Title: Customer Success with Observability

Location: Toronto, Canada

CAD: 60/hr

Skills: Grafana, Observability, Kubewatch

The consultant shall provide support and capacity to the Observability Tracing Squad Product Owner.

Responsibilities

• Own the end-to-end customer relationship, including onboarding, implementation, training, adoption, retention, and satisfaction.
• Build trusted and strategic relationships with customers to ensure the continued value of products and services.
• Develop and maintain customer success strategies, best practices, and customer support content in collaboration with the creative team.
• Communicate effectively with internal and external senior managers to understand customer needs, maximize retention and growth, and share learnings.
• Maintain customer success metrics and data as directed.
• Serve as the primary day-to-day contact for customers, building trust and rapport while identifying opportunities, highlighting best practices, and documenting findings.
• Review the customer journey and take a consultative approach to help clients overcome challenges and achieve their goals.
• Facilitate communication and workflows among project team members, including third-party service providers, to ensure timely deliverables.
• Collaborate with team members to develop strategies, resolve issues, and prepare for upcoming client meetings.
• Prepare documentation and visual presentations of performance metrics, analyze trends, and identify areas for improvement.
• Work with the fleet leadership team to increase customer referrals and develop case studies.
• Apply a basic understanding of observability concepts and Linux environments to support technical troubleshooting.
• Assist customers with application instrumentation to enable the transmission of telemetry data to observability tools.
• Maintain technical documentation in internal team repositories and user-facing documentation.

Qualifications

• 3–5 years of experience in customer success.
• Bachelor's degree or equivalent qualification in Computer Science, Communications, or a related field.

Required Skills

• Strong verbal and written communication skills.
• Experience in 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 with a self-starter attitude and the ability to multitask and adapt to changing priorities.
• Basic understanding of observability concepts.
• Basic experience working in Linux environments.
• Ability to assist with technical troubleshooting and application instrumentation.

Preferred Skills

• Knowledge of Jira.
• Prior relevant experience in customer success, technical support, or observability-related environments.

Pay range and compensation package

• CAD: 60/hr

Equal Opportunity Statement

MS SERVICES CANADA CORP is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, gender identity or expression, sexual orientation, national origin, genetics, disability, age, or veteran status, and is committed to fostering an inclusive and diverse workplace.