Customer Success Associate

Work Experience : Minimum 2 to 3 years of experience working with Enterprise customers

Role Description

• Manage a portfolio of Aurora and Data customers across the Americas region.

• Own customer onboarding, upsell, and cross-sell opportunities.

• Provide 24/7 technical assistance, troubleshooting issues through phone, email, chat, and video.

• Deliver value by helping customers integrate Pixxels Earth Observation data and SaaS products into their workflows.

• Continuously improve internal processes to raise the quality and efficiency of customer experience.

Responsibilities Duties :

• Own end-to-end customer relationships, lead onboarding, product walkthroughs, and early-stage handholding to ensure adoption.

• Help customers successfully implement Pixxels products, from Aurora SaaS to EO data delivery, and integrate them into existing systems.

• Provide timely support across email, live chat, WhatsApp, phone, and video calls.

• Translate technical concepts in Earth Observation (spectral bands, geospatial formats, APIs) into business value for customers across industries like agriculture, energy, climate, and mining.

• Manage delivery of satellite imagery, validate quality, and troubleshoot data pipeline issues.

• Capture and analyze customer feedback, identify trends, and share actionable insights with the product and engineering teams.

• Create knowledge base articles and self-service resources on Zendesk.

• Actively participate in customer projects, providing clear updates and ensuring smooth execution.

• Build strong, trust-driven relationships with both customers and internal stakeholders.

• Consistently achieve KPIs tied to retention, upsell, support responsiveness, and customer satisfaction.

Qualification:

• Minimum 2- 3 years of experience working with Enterprise customers .

• Familiarity with GIS tools (QGIS, ArcGIS) and remote sensing concepts (spectral bands, NDVI, change detection).

• Hands-on experience with ticketing systems like Zendesk, Freshdesk, or Zoho.

• Familiarity with customer success platforms such as Gainsight, Planhat, or Totango is a major plus.

• Bachelors degree in Computer Science, Computer Engineering, or an equivalent combination of technical education and relevant work experience.

Candidate Acumen :
A strong desire to work in a less-structured, high-growth, fast-paced start-up environment. The ideal candidate brings a track record of success in a similar role, strong interpersonal skills and a can-do attitude.

Benefits:

• Health insurance coverage

• Unlimited leaves flexible working hours

• Role-based remote work and work-from-home benefit

• Relocation assistance

• Professional Mental Wellness services