Customer Support | Client Success Executive | Customer Engagement Specialist

Qualifications
• Hungry and Motivated (very very important!).
• University degree in Computer Science, Mathematics, Business IT, or related major.
• At least five (5) years of experience in Customer Support (Software or similar).
• Good to have: Experience w/ Web Technologies, CRM, LMS, and Marketing Automation.
• Excellent written and verbal communication in English.
• Analytical abilities, attention to detail, stability, responsibility, and client focus.
• Ability to work independently as well as part of a client-facing team.

Job Description
The Client Success Executive is the key interface between The Sales Machine Software Inc. and its clients, contributing to the overall delivery of software and services to ensure a world-class software experience. The holder of the role is a product specialist, with technical competencies, responsible for handling and resolving the raised issues in the shortest time possible.
The Client Success Executive also uses their technical expertise to assist Sales, Marketing, and Technical Pre-Sales on an as-needed basis. At times, this role may be called upon to do testing on beta deliveries or fixes before they are released to clients or be requested to go on-site to handle issues on the client’s premises.

Primary Duties and Responsibilities
• Respond to client requests, whether they are reported issues, questions, or assistance requests, helping them to be able to utilize the product properly as per their needs.
• Understand the reported issue (especially from a technical perspective) and be able to replicate the respective scenario in The Sales Machine Platform environments.
• Perform technical investigation with root cause analysis of the issue reported, providing adequate solutions where feasible and/or detailed analysis to the stakeholder teams.
• Update clients on the progress towards issue resolution, including tracking issues sent to other departments and ensuring a timely resolution, focusing on the client’s satisfaction and product quality.
• Participate in client (phone) meetings, and Web Call sessions, in order to ensure proper communication with the clients and/or to speed up the investigation of the issue reported.
• Validate defects thoroughly by ensuring that the described scenarios are fixed.
• Provide simple scripts originating from the Technical Operations Group when necessary.
• Write technical specifications and best practices documentation.
• Raise/ escalate issues with the Team Lead and/ or Manager where/ when needed

Reporting to
Client Success Manager / Head – Operations and Sales (Interim)

Interfaces
This role will primarily work with the Revenue Operations and Solution Management teams to make sure our end clients get world-class services.

Other: Customer Service

Location: Makati, Philippines