Summary:
Provides technical support to field engineers, technicians, and product support personnel who are diagnosing, troubleshooting, repairing and debugging complex electro/mechanical equipment, computer systems, complex software, or networked and/or wireless systems. Responds to situations where first-line product support has failed to isolate or fix problems in malfunctioning equipment or software. Reports design, reliability and maintenance problems or bugs to design engineering/software engineering. May be involved in customer installation and training. Provides support to customer/users where the product is highly technical or sophisticated in nature.

Duties & Responsibilities:
Overview:
The Customer Success Associate will proactively engage with customers to provide strategic and tactical guidance to them in order to increase the value they acquire from the CanGo suite of products.

Responsibilities:
Engage proactively with customers using the engagement model (based on the customer segment) laid out
Understand and document customer’s business flow (for large customers) and deep understanding of use-cases
Have deep product knowledge of all product lines. Ability to showcase product demo + work out solutions for business use cases using best product-fit
Aligning with key customer stakeholders to establish a stronger customer relationship management program (stakeholder mapping)
Evaluate how customers manage their CanGo products & identify efficiency and effectiveness gains (process & tools)
Promote awareness of the latest innovations CanGo is releasing (products/features in the pipeline)
Do initial level of troubleshooting of issues raised by customers
Work with internal cross-functional teams (product, sales, pre-sales, marketing, product marketing, support, etc.) to ensure customer’s issues/solutions are addressed
Work with Program Manager (Customer Success) to derive data-driven insights/intelligence to run focused and result-oriented customer engagement programs.
Own two key metrics (Increase Product-Adoption & Customer Retention)
Provide 24/7 support to customers for products in AMC, including night shifts.

Qualifications

3- years of relevant work experience in a customer-facing technical role out of which majority is in a Customer success/retention portfolio.
Hands-on experience in resolving complex issues and troubleshooting on products.
Prior experience in providing in-person consultative solutioning with excellent technical and troubleshooting capabilities.
Good interpersonal skills and ability to collaborate with various cross-functional teams to solve business and tech problems
Ability to clearly communicate and present technical concepts to non-technical and technical audiences
Clear, concise, and effective written and oral communication skills.
Customer-centricity and empathy towards customers and their needs.
Being technically adept, and the ability to pick up and learn new products, tools, and technology.
Excellent problem solving, critical thinking, analytical and development skills
Must be motivated, goal oriented, flexible, able to work independently and deliver on deadline
Proven track record of establishing themselves as a strategic trusted advisor to clients
Must be able to take complex client and vendor concepts and articulate them to an audience of varying perception levels
Very Strong written and verbal presentation/communication skills (ESSENTIAL)
Self-starter who can own ongoing customer success of both large and small clients
Ability to report and share client’s status on a timely/pre-defined interval
Bachelor's Degree in Computer Science + Business Education preferred

Pre-Requisites / Skills / Experience Requirements: