Customer Success Specialist

4 weeks ago

San Francisco, California, United States Factory Full time
Role Overview

At Factory, we're committed to delivering exceptional customer experiences. Our core principle of creating obsessed customers drives us to provide close support and foster strong partnerships. We're seeking a Customer Engineer to play a critical role in ensuring customer success and enhancing our product experience.

Key Responsibilities
  • Customer Journey Management: Drive end-to-end success for customers from pre-contract signing through pilot and conversion. Lead customers through onboarding, including training sessions with developers. Monitor and communicate the status and progress of customers to ensure their continued success.
  • Proactive Customer Guidance: Understand each customer's unique needs and provide tailored product recommendations and feature access to ensure they derive maximum value from our products.
  • Technical Support: Address technical queries from customers and collaborate with the engineering team to resolve more complex issues as they arise.
  • 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 and collaborating closely with internal teams to implement these enhancements swiftly and efficiently.
Requirements
  • 2-3 years of experience with a technical background and demonstrated passion for customer success. A Bachelor's degree in Computer Science, Engineering, or a related field is required.
  • Ability to quickly grasp new technologies and software development practices. Proficiency across the tech stack is highly valued.
  • Proven ability to identify, diagnose, and resolve complex technical issues in customer environments, demonstrating exceptional problem-solving skills.
  • 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.
  • A hunger for learning and a drive to continuously improve, both in terms of personal skills and the product's value to customers. Must be motivated, proactive, and capable of thriving in a fast-paced, evolving startup environment.
  • The team is based in San Francisco, with a walking distance to Caltrain.

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