Customer Success Specialist

DataWeave is a cutting-edge SaaS-based digital commerce analytics platform that empowers retailers with competitive intelligence and equips consumer brands with digital shelf analytics on a global scale. By harnessing the power of DataWeave, retailers gain the ability to make smarter pricing and merchandising decisions, while consumer brands can optimize their digital shelf performance across key performance indicators such as share of search, content quality, price competitiveness, and stock availability. Our distinguished clientele includes some of the world's largest and most renowned retailers and brands, among them Nordstrom, Overstock, The Home Depot, Mars, Bush Brothers, Modelez, Pernod Ricard, and many others. DataWeave is seeking a Customer Support Specialist to ensure customers have a seamless experience while using our product. The role involves handling customer inquiries, providing assistance during onboarding, answering queries, and managing internal processes such as raising and following up on tickets and other project management tasks. As a Customer Support Specialist, you will act as a Customer Success Manager for small and low-touch accounts, and as a CSM2 for mid-sized accounts. Your responsibilities will include ensuring timely customer communication through email, ticketing system, etc., within SLAs, coordinating inter-team communication across Engineering, Product, and Senior Customer Success Manager, and maintaining the ticketing system performance. Additionally, you will assist in building and expanding the Support team. Key tasks and responsibilities include responding to customer tickets, answering customer FAQs through email, call, or ticket, tracking and ensuring performance within SLAs, troubleshooting common customer issues, coordinating with internal teams, and owning SLA-based communication and resolution on tickets. You should have the ability to complete data-related tasks based on instructions. To excel in this role, you should possess strong communication skills, active listening abilities, a good understanding of our products and processes, customer orientation, adaptability, and the ability to multitask, prioritize, and manage time effectively. This is an exciting opportunity to join a fast-growing SaaS company with a global customer base of Fortune 100 retailers and brands. You will have the chance to shape the Customer Support team and build it from scratch in collaboration with the Senior Manager. This role provides a great opportunity to learn about the SaaS industry and cutting-edge data and technologies, as well as engage with customers from the US and around the world.,