Support pre-sales efforts to include coordinating, preparing and delivering product demonstrations
Lead new customers through successful implementation/onboarding and adoption process to begin their ThisWay Global partnership with the utmost success.
Drive retention and growth by understanding customer’s business needs, using your expert knowledge of ThisWay Global products to drive value and aid in their success
Develop and maintain a cadence of communicating with customers about their adoption trends, sentiment, and mining opportunities for deeper engagement
Identify opportunities for customers to act as ThisWay Global advocates (e.g. testimonials, case studies)
Collaborate closely with Sales and Product to support pilot customers, renewals, and expansion opportunities
Rally resources across the ThisWay Global org as needed to support customer needs & drive growth
Customer Support
Respond to customer queries in a timely and accurate way, via phone, email or chat
Administer product access rights and configurations, assisting with issue troubleshooting and isolation as needed
Assist with product QA by analyzing and reporting product malfunctions (for example, by testing different scenarios or impersonating users)
Identify, gather, and share customer feedback & feature requests with Product to drive interactive development process
Maintain accurate records about technical issues and useful discussions with customers
Create product documentation, videos, and customer facing knowledge base articles
Inform customers about new features and functionalities
Follow up with customers to ensure their technical issues are resolved
Requirements
Must be ok with traveling a few times a year.
Experience in Customer Success, Customer Support or similar role
Familiarity with Human Resources, Talent Acquisition, and/or Recruiting a plus
Passionate about tech with a high aptitude to learn quickly
Exceptional communication and problem-solving skills, highly organized, collaborative and revenue oriented
Experience building and maintaining relationships, while working to mitigate churn and drive engagement and renewals
Empathetic, positive attitude with a desire to help our customers reach their goals
Experience using Salesforce and Zendesk a plus
Comfortable working in a startup environment where you’ll wear multiple hats