Customer Success Associate FL

Key Responsibilities:

• Customer Support:

  Serve as the primary point of contact for customers, providing prompt and effective assistance with their Flosum DevOps inquiries and issues.

• Onboarding:

  Guide new customers through the onboarding process, ensuring they have a smooth and positive experience as they integrate Flosum DevOps into their operations.

• Training:

  Conduct training sessions and workshops to educate customers on best practices, new features, and functionalities of Flosum DevOps.

• Relationship Management:

  Build and maintain strong, long-lasting customer relationships by understanding their business needs and objectives.

• Issue Resolution:

  Troubleshoot and resolve customer issues, collaborating with the technical support and development teams when necessary.

• Feedback Loop:

  Gather and communicate customer feedback to the product and development teams to contribute to continuous improvement.

• Documentation:

  Create and maintain comprehensive customer documentation, including guides, FAQs, and knowledge base articles.

• Proactive Engagement:

  Monitor customer usage and proactively reach out to ensure they are leveraging Flosum DevOps effectively and efficiently.

• Metrics and Reporting:

  Track and report on key customer success metrics, including customer satisfaction, retention, and usage rates.

Qualifications:

• Education:

  Bachelors degree in Business, Computer Science, Information Technology, or a related field.

• Experience:

  2+ years of experience in a customer-facing role, preferably in SaaS or software development environments.

• Technical Skills:

  Familiarity with DevOps practices, Salesforce, and Flosum is highly desirable.

• Communication:

  Excellent verbal and written communication skills, with the ability to explain complex concepts in a clear and concise manner.

• Problem-Solving:

  Strong analytical and problem-solving skills, with a proactive approach to identifying and addressing customer needs.

• Customer-Centric:

  A customer-first mindset with a passion for delivering exceptional service and support.

• Team Player:

  Ability to work effectively both independently and as part of a team in a fast-paced, dynamic environment.

Preferred Qualifications:

• Experience with Flosum DevOps solutions.
• Salesforce certification or relevant experience.
• Previous experience in a Customer Success or Technical Support role within the software industry.