About the role
Responsibilities
Key Responsibilities
1. Customer Success & Onboarding • Respond to customer inquiries and requests quickly and professionally, removing blockers that may delay onboarding or product adoption. • Own customer requests from initial inquiry through resolution, ensuring clear follow-through and communication. • Build strong relationships with customers and develop a deep understanding of their businesses, workflows, goals, and pain points. • Proactively identify opportunities to improve customer adoption, engagement, and satisfaction. • Help customers understand and maximize the capabilities of the platform. • Identify opportunities to expand customer usage and recommend higher-tier plans or additional capabilities when appropriate.
2. Product Implementation & Technical Solutions • Become an expert user of our Central products, including advanced functionality and integrations. • Build and configure workflows on behalf of customers. • Work with advanced capabilities such as: • AI prompting and prompt optimization • Webhooks • APIs and API connections • Zapier and other third-party integrations • Scripting and automation • Account and workflow configuration • AI-powered workflows and agents • Troubleshoot customer implementations and determine whether issues can be resolved through configuration, workflow changes, or product enhancements. • Experiment with new product capabilities and determine practical use cases for customers. • Create proof-of-concepts, demos, and customized solutions that showcase the platform's capabilities.
3. Customer-to-Product Feedback • Conduct calls and conversations with customers to understand their workflows, requirements, and desired outcomes.C • Translate customer needs into clear product requirements, user stories, specifications, and implementation details. • Work closely with Product and Engineering to communicate customer requirements and ensure solutions are accurately understood and implemented. • Help identify recurring customer pain points and opportunities for product improvements. • Participate in product discussions and provide customer-informed input into feature development and prioritization. • Follow up with customers and internal teams throughout the development and implementation process.
4. AI & Product Enablement • Use AI tools to research, prototype, improve prompts, build workflows, and accelerate customer solutions. • Develop compelling product demos and examples tailored to specific customer use cases. • Continuously experiment with new AI tools, techniques, integrations, and product capabilities. • Stay current with developments in AI automation and identify opportunities to apply them to customer workflows. • Help create customer-facing guides, documentation, specifications, and other enablement materials.
5. Account & Documentation Management • Modify and configure customer accounts within the platform as needed. • Manage the operational back-and-forth associated with customer documentation, including contracts, specifications, guides, requirements, and implementation materials. • Maintain accurate records of customer requirements, configurations, workflows, and outstanding items. • Ensure customer requests and commitments are properly documented and communicated to relevant internal teams.
6. Growth & Expansion • Develop a deep understanding of each customer's business and identify opportunities where additional product capabilities can create value. • Identify potential upsell and expansion opportunities and work with the appropriate teams to convert those opportunities. • Participate in customer expansion conversations and product demonstrations. • Commission opportunities may be available for qualified upsell and expansion activity.
Requirements
What We're Looking For
Must-Have Qualities • High ownership: You take responsibility for outcomes rather than waiting to be told what to do. • Customer obsessed: You genuinely care about solving customer problems and making customers successful. • Highly detail-oriented: You catch small issues before they become larger problems. • Technically curious: You don't need to be a software engineer, but you should be comfortable learning technical concepts and experimenting with APIs, integrations, automation, and AI tools. • Fast learner: You can quickly learn a new product, understand how it works, and figure out how to apply it to different customer scenarios. • Resourceful: You are comfortable operating with limited guidance and finding answers independently. • Strong communicator: You can translate complex customer needs into clear requirements for Product and Engineering teams. • Strong problem solver: You can break ambiguous customer problems into practical solutions. • Organized and structured: You can manage multiple customers, requests, projects, and follow-ups without losing track of details. • Commercially minded: You understand that successful customers can lead to retention, expansion, and revenue growth.
Technical Curiosity
Experience or familiarity with any of the following is a strong advantage: • SaaS products • AI tools and LLMs • Prompt engineering • APIs • Webhooks • Zapier or workflow automation platforms • Scripting • CRM or customer success platforms • No-code/low-code tools • Technical product implementation • Product management or requirements gathering
Qualifications
Required Qualifications • Bachelor's degree in Computer Science, Information Technology, Software Engineering, Computer Engineering, Information Systems, or a related technical field. • 2+ years of experience in Customer Success, Account Management, Solutions Consulting, Product Management, SaaS Implementation, Technical Support, or a similar customer-facing role. • Experience working with SaaS or technology products, preferably in a fast-growing or startup environment. • Strong written and verbal communication skills, with the ability to communicate effectively with both customers and technical teams. • Demonstrated ability to own customer issues from start to finish, including identifying the problem, finding a solution, coordinating internally, and following through to resolution. • Highly organized and detail-oriented, with strong follow-up and project management skills. • Strong problem-solving and analytical skills; able to break down ambiguous problems and determine practical solutions. • Comfortable learning new software, technologies, and systems independently. • Strong technical aptitude and willingness to work with APIs, webhooks, integrations, automation tools, scripting, and AI platforms. • Familiarity with AI tools and LLMs, including the ability to write, test, and improve prompts. • Ability to translate customer workflows and business requirements into clear product requirements, specifications, and actionable tasks for Product and Engineering teams. • Comfortable working in a fast-paced, high-growth environment with limited guidance and changing priorities. • Demonstrated resourcefulness and initiative; able to research, experiment, and find solutions independently. • Customer-oriented mindset with the ability to understand customer goals and identify opportunities to increase product adoption and value. • Commercial awareness and willingness to participate in upselling and account expansion opportunities. • Ability to manage multiple customer requests, projects, and priorities simultaneously without losing attention to detail.
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