Customer Success Manager with Technical Support Expertise

As a Customer Success Manager with Technical Support Expertise at OTIV, your responsibilities include guiding clients throughout their journey to ensure they gain maximum value from our solutions. You will manage product implementations, provide ongoing technical support, and work closely with teams like Sales and Tech to deliver tailored solutions. Additionally, you will identify upsell opportunities and gather feedback to work with the product development team for ongoing improvements.

To be successful as a Customer Success Manager with Technical Support Expertise at OTIV, you should have over five years of experience in customer success management or fields such as customer support or account executive roles. A strong technical foundation with experience in debugging and analyzing technical issues is essential. Knowledge in the rail industry and proficiency in multiple languages, including French and English, are also highly advantageous.

In the Customer Success Manager role at OTIV, important technical skills include proficiency in hardware and software systems, experience with debugging and analyzing issues, and familiarity with tools like code editors, logs, and dashboards. This technical expertise is crucial for providing effective support and resolving customer challenges effectively.

At OTIV, the work environment is collaborative and transparent, fostering innovation and creativity among staff. As a Customer Success Manager, you will work in a dynamic start-up setting that supports hybrid working. With flexible working hours and an office located in beautiful Ghent, the culture promotes balance and encourages employees to bring their authentic selves to work every day.

As a Customer Success Manager at OTIV, you will find numerous growth opportunities due to our expanding operations within the autonomous rail sector. The role allows for skill enhancement through ongoing learning, collaboration with various departments, and the opportunity to take on new challenges as our company evolves. The fast-paced environment encourages you to innovate and take the lead in your career path.

In a Customer Success role, measuring customer satisfaction can be achieved through surveys, Net Promoter Scores (NPS), and direct feedback sessions. It’s crucial to ask about their experience overall and which areas provide the most value, as this data will help guide continuous improvement.

When handling a dissatisfied customer, it's important to listen actively to their concerns without interrupting. I would then empathize with their situation, acknowledge the issue, and work collaboratively to find a resolution. Following up after the resolution to ensure their satisfaction is also key.

To ensure successful product implementation, I would first set clear expectations with the customer regarding timelines and deliverables. Collaborative planning, regular check-ins, and proactive communication are essential strategies. Understanding the customer’s unique needs will also help tailor the approach for their specific context.

In a customer success role, I identify upselling opportunities by understanding the customer’s current use of our product and exploring areas where they might benefit from additional features or services. Building strong relationships and maintaining open communication fosters trust, which is crucial for discussing these opportunities.

I have extensive experience with debugging technical issues, leveraging tools such as logs, code editors, and dashboards. My approach involves a systematic examination of reported problems, collaborating with technical teams to gather insights and promptly resolve issues, which I document for future reference and learning.

I ensure cross-department collaboration by fostering a culture of open communication and regular touchpoints with teams such as Sales, Tech, and Supply Chain. Utilizing collaborative tools, holding joint meetings, and sharing insights helps strengthen inter-department relationships and delivers customer-focused solutions.

The rail industry faces challenges such as safety protocols, efficiency in operations, and the need for sustainable practices. Understanding these challenges allows me to tailor my approach when engaging with customers in this sector, ensuring that our solutions address their unique needs and contribute to their operational goals.

I want to work for OTIV because I am passionate about the innovative work done in autonomous rail technology. It’s exciting to be part of a company that is actively contributing to safer and more efficient rail operations while promoting sustainability. The collaborative environment, coupled with growth opportunities, further attract me to the role.

I would document technical challenges and solutions by maintaining comprehensive records in a shared database or document. This includes a brief summary of the issue, steps taken to resolve it, and any preventive measures for future occurrences. This practice not only helps in knowledge sharing but also aids in continuous improvement.

Key elements in providing excellent customer support include effective communication, empathy, understanding customer needs, and timely resolution of issues. It's also vital to follow up with customers post-resolution to ensure they are satisfied and to further strengthen the relationship.