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Technical Customer Success Specialist

Echo IT Solutions

Farmers Branch, TX(remote)

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JOB DETAILS
SKILLS
Advertising Agencies, Bug Tracking/Defect Management, Business Case, Concrete, Cross-Functional, Customer Relations, Customer Support/Service, Customer/Client Research, Leadership, On Call, On Site Support, Reporting Dashboards, Resolve Customer Issues, SQL (Structured Query Language), Testing, Time Management
LOCATION
Farmers Branch, TX
POSTED
2 days ago
Job Role Technical Customer Success SpecialistLocation Irving TX REMOTE Position Type ContractJOB DESCRIPTION: With a leadership mandate to aggressively scale Client Insights internally and externally, the Client Insights team is seeking a dedicated customer success role to ensure an excellent experience for all insights product users. The Technical Customer Success Specialist will be an expert on Client Insights, handle customer service requests, triage bugs/feature requests, answer product questions, and help users extract business insights from Client data. They will also serve as a product expert to assist in go-to-market engagements and product training sessions. The ideal candidate is innately curious, has a background in software customer success, and a track record of delivering impactful insights. BUSINESS CASE: Insights are Client differentiator, and the company is investing heavily in infusing insights functionality into numerous products. Specifically, Client Insights is slated to scale to thousands of internal and external users in 2025. It needs to ensure the product delivers an exceptional experience that cements insights as Client key value-add.
  • Maximize our Insights Product Investment: Client is currently heavily investing in building, testing and bringing Client Insights to market. To maximize our impact, we must provide users with a product experience that establishes Client as a vital business partner.
  • Protect our cross-functional team's capacity: Currently, our ~500 monthly internal users plus ~200 Publicis users are asking 10-30 questions a day about the product. These questions are: almost always timely in nature, and are likely to increase dramatically as we scale Client Insights to additional Advertising Agency HoldCo clients.
  • Cement the value of Client Insights: While Client Insights is already delivering industry-defining outputs, it can't answer many common questions that Client data can. This risks users building a constrained mental model of the insights they can get from Client. Having a dedicated customer success person to supplement the product's current capabilities will help users understand the art of the possible.
WORKFLOWS SUPPORTED:
  • Frontline customer service support - field customer support tickets and filter true system bugs, feature requests from user errors to alleviate pressure on on-call engineers.
  • Customer success consultation - help users get the most out of Client Insights and answer questions using Global Insights utilities that can't yet be answered in the product.
  • Technical expert for GTM activations - provide intimate knowledge of Client Insights and Client data capabilities for qualified go-to-market engagements and product training sessions.
SKILLS:
  • Customer/Client Service Background: The ideal candidate has experience servicing customers - either through a formal customer service background or experience servicing clients at an agency. As the frontline external point of contact for Client Insights, this background is necessary to ensure smooth interactions.
  • SQL and Dashboarding Capabilities: The ideal candidate will have at least basic knowledge of dashboarding and SQL. This skillset will enable them to supplement the Client Insights product via using and enhancing existing Global Insights utilities.
  • Experience in stakeholder-facing insights or analytics: The ideal candidate will have experience delivering insights to internal or external stakeholders. This experience is necessary to ensure they can help provide users with impactful insights.

About the Company

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Echo IT Solutions

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