Technical Customer Success Representative
December 6
Description
• Assist customers during onboarding, focusing on API integrations and understanding the product’s technical functionalities. • Serve as the technical liaison, explaining proprietary algorithms and helping customers understand how they relate to their specific use cases. • Collaborate cross-functionally to advocate for customer needs and suggest product enhancements. • Regularly engage with customer accounts, maintaining a cadence of contact to understand their challenges, goals, and drive product adoption. • Monitor customer usage, identify trends, and implement strategic account plans to increase adoption, retention, and mitigate any risks of churn. • Support cross-functional initiatives to enhance the overall customer experience and streamline team workflows. • Log and track customer requests, providing monthly reports on interactions and resolutions. • Occasionally travel to meet customers in person or attend industry events as needed. • Provide technical support to customers by identifying issues, researching solutions, and offering guidance in both written and verbal form.
Requirements
• Degree in IT or a related technical field, or equivalent experience in a technical role. • Proven experience in a technical support, customer success, or account management role, preferably within a SaaS environment. • Ability to analyze logs and troubleshoot technical issues, with strong analytical and problem-solving skills. • Proficiency in reading and understanding API documentation and explaining technical concepts to both technical and non-technical audiences. • Experience building out customer journeys, usage metrics, and expanding product adoption. • High level of emotional intelligence, with the ability to empathise and proactively solve customer problems. • Excellent communication skills in English; fluency in Mandarin; fluency in other languages (e.g., Bahasa, Japanese, or Korean) is a plus. • Knowledge of blockchain, cryptocurrencies, or Web3 is a strong plus. • Ability to thrive in a fast-paced, sometimes unstructured environment, with personal accountability and a drive for customer success.
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