Technical Customer Success

Job Description

We are an untraditional revenue organization, built to support a rapidly scaling technology start-up underpinned by a hybrid approach of Product-Led and Sales-Led Growth strategies. The pace will be fast, and the impact will be eminently tangible.

Members of the Revenue team ensure our customers are delighted as they discover, integrate with, and use the DevRev platform. Our team's mission is to lead the 360 degree investigation of our users so we can seamlessly usher them through the use of the DevRev platform and proactively meet their needs. We seek to deliver an unparalleled experience both within and outside the platform.

Your mission is to systematically help customers find value with DevRev, own the coordination between multiple stakeholders and/or engineer the solution to get the job done.  Our team is charged with building our own system to provide outstanding customer experience, as well as enabling customers. You will develop a profound understanding of Product-Led Growth (PLG) & Sales-Led Growth (SLG) methodologies, customer journeys, global communication and business analytics. 

Objectives of this role will include:

• Develop new ways of helping customers increase the usage of our products
• Create customer onboarding plans to accelerate product adoption and expand usage
• Enable integration of DevRev with customers’ existing tools stack by utilizing available DevRev snap-ins and identifying specific needs for customizations
• Enable customers in their journeys by identifying and sharing relevant content, enabling them with best practices, making proactive nudges to increase product usage
• Be self-sufficient across customer engagements while keeping constant feedback loops back to all key stakeholders including: Engineering, Product, Customer Success & Support, Revenue, Marketing, etc.
• Conduct data analysis about customers usage to share insights and drive decision-making
• Close work with AI and generative technologies
• Learn new tools and guide customers through critical workflows, e.g.  mapping before and after process flows

Ideal Candidate Qualifications:

• 3+ years of prior experience in Technical Customer Service/Support, Customer Success or equivalent history of increasing satisfaction, adoption, and retention.
• Knowledge of software development, technical support, and customer sales and success lifecycle. Technical knowledge of web solutions including APIs, and Webhooks. Knowledge of Data analytics (SQL) is also valued.
• Outstanding communication (written and verbal), with fluency in English
• Comfort operating in a fast-paced, high-demand, global environment
• Result oriented work-style, ability to get things done, and a learning mindset