Technical Customer Success Specialist

WE ARE LOOKING FOR A TECHNICAL CUSTOMER SUCCESS SPECIALIST
NOTE: Attention to detail is important to us, so please read this entire description before applying and follow the instructions below. Any application that doesn't fulfill the instructions or requirements below will be ignored.
ABOUT US
TinyURL is the original URL shortener, created over 20 years ago to make the internet a simpler and more user-friendly place. In recent years, we?ve begun exploring the potential of the service as a full SaaS product capable of leading the market for link shortening, link management, and related solutions.
We are a fast-growing, multinational team looking to grow our team of skilled and motivated talent.
ABOUT THE ROLE
The Technical Customer Success Specialist handles customer queries until resolution, develops strategies for improving client services, works with the development team to ensure a positive end-user experience, maintains business relationships with existing customers, and brings new customers on board.
ABOUT YOU
? Review, assess, and propose a plan of action to help streamline our customer support and customer success processes.
? Familiarize yourself with our core product in order to effectively handle customer support replies and provide accurate solutions to their needs.
? Proactively engage with the product owner and development team in providing solutions to our customer?s concerns.
? Engage with customers to provide technical and non-technical support.
? Provide weekly reports on customer support activities to management.
? Collaborate with the marketing team to gain insights and suggest marketing activities related to generating sales and product awareness.
? Handle customer support on our social media accounts.
? Conduct and facilitate webinars to educate potential customers on our product and features.
? Conduct demo calls with customers to assist in onboarding them into their account.
? Manage the accounts of our premium and enterprise customers.
? Assist in providing updates and suggestions to our FAQ page.
? Spearhead the growth, processes, and training of the customer success & support department.
OUR REQUIREMENTS
? Proven 4-year experience as a Relationship Manager or Account Manager
? 3 years solid background in customer service, specifically technical support.
? Experience working with SaaS companies is a must, minimum of 3 years
? Able to understand the concept of URL shortening is a plus!
? Have a background in SaaS technology and backend or web development who can easily guide technical customers in using our product.
? Experience tracking relevant customer support KPIs.
? Proficient in Google Suite, with working knowledge of Jira and other customer support tools.
ABOUT YOU
? You are FLEXIBLE. You understand the demand of your job and that you might work different hours every day depending on the business? needs.
? You are PROACTIVE and you TAKE INITIATIVES. You don?t wait for the instructions to come in as you immediately respond to any urgent matters at hand.
? You are an EXCELLENT COMMUNICATOR. You know how to properly express yourself and you know how to confidently converse with anyone - from entry-level to the top management level (CEOs, Directors, VPs).
? You are EFFICIENT. You know how to identify what?s urgent and what?s not and you know how to properly make use of your time by prioritizing tasks to ensure all deadlines are being met.
? You are FULL OF IDEAS. You love expressing your ideas and you always think of new strategies. You also have a knack for identifying potential business opportunities!
? You are a self-starter, are proactive, and take initiative in learning about the company, product, and solutions to most common customer issues.
? You are able to follow instructions to ensure quality of response to customers and are able to create your own guidelines.
? You are a team player.
To apply to this listing, please provide answers to the following questions listed below together with your cover letter:
? If you were to explain TinyURL to a non-technical person, how would you describe us?
? If you were to explain TinyURL to a technical person, how would you describe us?
? In your opinion, what makes customer support for a SaaS company different from customer support for more traditional industries?
? Provide us with a sample plan or structure that you have created and implemented for customer success & customer support.
? Who is your favorite superhero and why?