Customer Success Technical Lead

ENDOKS ENERJİ DAĞITIM SİST.SAN.İTH.VE İHR.LTD.ŞTİ.

Our Customer Success Technical Lead will lead customer success initiatives, keep the company focused on customer outcomes and play a key role in directing the development of our new technology offering. 

This role has primary responsibility for customer and partner onboarding, support and account management - ensuring the sales pipeline converts to successfully onboarded, satisfied and retained customers and partners.  

Additionally, the role will collect and analyze data and customer feedback, helping apply these learnings to improve customer acquisition, onboarding and retention strategies, as well as feed into product development.? 

As a key link between opportunity development and operations, this role will work very closely with our Product Manager, and the engineering, and operational parts of the business.  

Furthermore, the role will guide our customer success engineers to actively troubleshoot to resolve customer issues with speed and accuracy. 

Duties and Responsibilities 

·         Work with and lead  Customer Success Engineers to develop and manage customer portfolios and customer plans, as well as manage your own portfolio, to grow accounts and retain customers; and to increase adoption of use cases and usage, 
·         Work with and lead  Customer Technical Support to ensure effective frontline support and support content,
·         Create communication channels (email, phone, meetings) to achieve customer plans and work with marketing to implement automated communication processes and content,
·         Support Sales and Marketing to setup templates, contextual demo's and run pilots,
·         Analyze customer data to improve customer experience,
·         Create and run product and use case training for customers,
·         Continuously improve customer success and support processes; and work with the team to adopt changes,
·         Handle and resolve customer requests and complaints,
·         Minimise customer churn and achieve churn reduction targets,
·         Maintain customer and activity records and provide reporting to management.

Other Duties and Responsibilities 

·         Aid in product design, product development, and product testing,
·         Performs other functions as necessary or as assigned,
·         Provide feedback to the product teams on customer needs and wants and identify patterns in customer requirements that can be prioritized and addressed .

Qualifications 

BSc / Information Technology / Electrical Engineering  

Experience 

·         Ideally 4+ years of experience in Management Consulting, Customer Success, Account Management, Business Development, or another client-facing role,
·         Experience in working with complex, multi-disiplinary environment,
·         Strong leadership skills,
·         Impressive executive presence and communication abilities,
·         Ability to create structure in ambiguous situations and design effective processes ,
·         Passion for technology and for being a part of a fast-growing SaaS company,
·         Experience working with cross-functional teams (e.g. Sales, Product, Marketing) 

Skills 

·         Possess fantastic interpersonal skills and be strong leaders. 
·         Be highly organised and have experience directing others.
·         Be excellent communicators both orally and in writing.
·         Create, manipulate and utilise spreadsheets.
·         Aptitude for learning and using new software. 

Travel Requirements 

Some travel may be required throughout Turkey to visit local customers and partners if needed