Customer Success

We are seeking for a part-time position for Customer Support (CS) for our SaaS web-based risk management software. Customer Success utilizes extensive product knowledge to support and guide the customer to achieve business objectives throughout all phases of the customer lifecycle. CS also collects feedback to enhance customer satisfaction and retention through problem-solving and training as to maximize customer engagement and continuous product and process improvement.

Part Time Hourly
- 2 Hour acknowledgement response time
- Required availability: 4 Hours Per Day US Hours: 12PM - 4PM PST
- 3+ years holding the same position

Responsibilities:
- Identify customer and potential customer needs, obstacles, and challenges
- Learn and present software features to existing and prospect customers
- Monitor customer support & inquiry inboxes
- Manage follow ups & communications with internal team and customers
- Lead meetings to analyze, diagnose & resolve a customer questions and issues
- Lead customer training sessions
- Coordinate with internal teaUpgrade to see actual infombers and resources to ensure customer objectives are met
- Use extensive product knowledge
- Develop and maintain relationships with end-users to achieve goals
- Support & enhance our processes to maximize customer success

Required qualifications:
- Fluent in English (Speaking with minimal or no accent and business writing)
- Ability to work with and diagnose web application configurations, settings, & user issues
- Familiarity with G-Mail, Google Apps / Calendar, Jira, Dropbox, Teams
- MS Word, Excel, PowerPoint (Maintain documents & templates)
- Ability to call/receive calls w/US (i.e., over a skype #)
- Can work with minimal supervision

To be considered for this position, please indicate your experience and ability to meet our qualifications, and specifically, your experience in customer support for web applications (i.e., which web applications have you supported, for what companies, industries, and types of software).