Customer Success Specialist

The ideal candidate will be responsible for assisting customers with the onboarding of our software products into their environments, initial configuration, maintenance, integration, and custom reporting.

They will work closely with clients to understand their needs, provide solutions, and ensure satisfaction with our products and services. This includes managing network security, cybersecurity, and ensuring the smooth operation of all technical aspects of the software.

They must have deep knowledge of the customer's environment and use cases, as well as experience in storage hardware and software knowledge of NAS and Object systems.

• Manage and take ownership of customer goals, milestones, initiatives, and issues from beginning to resolution.
• Implement our software in customers' environments.
• Manage and maintain our software in customers' environments.
• Operate and use our software in customers' environments to achieve their objectives.
• Develop, manage, and run custom reports for customers using the data from our software and integrating it with other data repositories in the customer environment.
• Integrate our software with other applications and processes within customer environments leveraging APIs and automation development.
• Assist customers by diagnosing problems and providing resolutions for technical and product issues.
• Advise and educate customers to ensure a complete solution to their technical or product issues and questions.
• Deliver a positive customer experience according to our standards.
• Write knowledge base articles where necessary for both customers and internal teams to help diagnose and resolve problems quicker next time.
• Escalate more complex customer technical issues to product and development teams while maintaining communication with the customer.

Required:

• Bachelor's degree in Computer Science or related field.
• 2+ years of recent experience in a professional services position in an organisation that supports a client/server software environment.
• Thorough understanding and project management skills for a professional services position.
• Storage hardware and software knowledge of NAS and Object systems.
• Proficiency with Windows, Linux, Docker, and Kubernetes.
• Experience creating complex Kibana and/or Tableau and/or PowerBI reports and dashboards.
• Network setup/routing with mixed LAN/WAN operating system environments and knowledge of DNS/WINS/DHCP/DFS.
• Strong organisational and time-management skills, with the ability to handle multiple issues simultaneously.
• Excellent problem-solving, presentation, and communication skills.
• Ability to remain calm, courteous, and professional under pressure.
• Ability to influence and drive change across the organisation.
• Ability to work collaboratively in a team environment.
• Extremely strong written and verbal communication skills are required. Minimum CEFR (or equivalent) Level B1 English.

Preferred:

• 4+ years of recent experience in a professional services position in an organisation that supports a client/server software environment.
• Experience using customer relationship management tools.
• Elasticsearch and SQL/PostgreSQL experience.
• Knowledge of current trends and advancements in the storage solutions industry.
• Experience in data management and data migration.
• Knowledge of Data Discovery, Data Science – OCR, NLP, Computer Vision, AI, Keyword search, Regex.
• Knowledge of Data Governance & Regulations – GDPR, HIPAA, CCPA etc.
• Experience of Microservices based applications.
• CEFR (or equivalent) Level B2 English and higher.