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Customer Success Strategist
4 days ago
DigitalOcean is seeking a highly skilled Customer Success Engineer who will be responsible for retaining and growing existing customers as a trusted partner.
Key Responsibilities:- Maintain Open Communication Channels: Build and maintain strong relationships with assigned high-value customers through regular calls, emails, and online meetings.
- Understand Customer Needs: Understand customers' business requirements and challenges, ensuring they are addressed quickly and effectively.
- Product Demos and Training: Conduct product demos and training to help customers understand and use our products efficiently.
- Monitor Customer Health: Proactively monitor customer health signals, usage patterns, and satisfaction levels to identify early risks.
- Be a Trusted Advisor: Serve as the primary point of contact for assigned customers. Act as a trusted advisor, offering strategic and technical guidance.
- Collect and Share Customer Feedback: Gather customer feedback and communicate insights to internal teams.
- Improve Customer Success SOPs: Work closely with the Customer Success team to continually refine and improve internal SOPs.
- Track and Analyze Business Metrics: Collaborate with their team to monitor KPIs, analyze customer success trends.
- Coordinate Onboarding Efforts: Effectively receive customers during the handoff from the onboarding team.
- Advocate for the Customer: Serve as the voice of the customer within the organization.
- Cross Functional Collaboration: Work cross-functionally with pre-sales, marketing, product, and technical support teams.
- Resolve Complex Issues: Collaborate with internal support and product teams to resolve technical issues.
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