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Customer Success Specialist

1 month ago

San Francisco, California, United States Factory Full time
Customer Success Specialist

At Factory, we're committed to delivering exceptional experiences for our customers. As a Customer Success Specialist, you'll play a crucial role in ensuring customer success and enhancing our product experience.

  • Customer Journey Management: Drive end-to-end success for customers from pre-contract signing through pilot and conversion.
  • Proactive Customer Guidance: Understand each customer's unique needs and provide tailored product recommendations and feature access.
  • Technical Support: Address technical queries from customers and collaborate with the engineering team to resolve complex issues.
  • Data-Driven Product Insights: Harness customer data and feedback to drive transformative improvements in the product experience.
  • Engineering Liaison: Act as a bridge between our customers and engineering teams, translating customer feedback into actionable product improvements.

Qualifications:

  • 2-3 years of experience with a technical background and demonstrated passion for customer success.
  • Ability to quickly grasp new technologies and software development practices.
  • Proven ability to identify, diagnose, and resolve complex technical issues in customer environments.
  • Strong analytical skills, with the ability to engage in critical data analysis and derive actionable insights.
  • Excellent communication and interpersonal skills, capable of fostering positive relationships with customers and working collaboratively across internal teams.