Technical Customer Success Expert

2 weeks ago

New York, New York, United States Cheq Full time
About Cheq

Cheq is a global leader in Go-to-Market Security, trusted by over 15,000 customers worldwide to protect every aspect of their marketing, sales, and data operations from bots, fake users, fraud, and cyber attacks.

Job Description

We are seeking a highly skilled Customer Success Specialist to join our team. As a key member of our customer success team, you will be responsible for owning a portfolio of clients and applying your technical, analytical, and communication skills to guide our clients and maximize the value from Cheq's award-winning invalid detection solution.

Responsibilities:
  • Proactively manage and support the success of a portfolio of assigned customers to deliver consistent value across the entire lifecycle, driving adoption and growth.
  • Manage the onboarding of new customers and translate the customer's desired outcomes into an implementation plan that will provide value in a timely fashion.
  • Be the product expert and trusted advisor that your customers can go to for guidance on maximizing value from Cheq's solutions.
  • Perform data-driven reviews and analysis on customer's fraud activity and present findings and data insights.
  • Resolve customer issues, alone and through collaboration with other teams; approach all situations with curiosity and creativity.
  • Build strong customer relationships by maintaining high levels of engagement and communication; conduct routine account performance planning and business reviews.
  • Drive customer advocacy in the form of references, referrals, and case studies.
Requirements:
  • 2+ years of experience in a client-facing role either in a leading or supporting role.
  • 2+ years within a SaaS/AdTech role.
  • Analytical and problem-solving skills, with strong attention to detail and willingness to take deep troubleshooting dives to try to resolve problems on your own, learning along the way.
  • Superior verbal, written communication, strong presentation skills, and ability to tell a compelling data story.
  • High proficiency in Microsoft Excel or business intelligence tools with extensive experience in data analysis and reporting; and ability to present data analysis to C-level executives.
  • Knowledge and experience with Paid Search and Pay-Per-Click (PPC) advertising and relevant platforms, such as Google Ads (Adwords) and Google Analytics is a plus, but not needed.
  • Experience with measuring, analyzing, and reporting on marketing performance metrics is an advantage.
  • Technically adaptive, ability to learn new solutions, features/functionality, and communicate those in a value-added way to customers. Continuous learning mindset and detail-oriented approach.
  • Strong organizational, managerial, and interpersonal skills to successfully communicate and negotiate with internal and external customers.
  • Proven track record of consistently exceeding objectives, self-motivated, and driven by results.
  • Bachelor's degree with a technological background is an advantage.

The base pay range for this position is $90K-$110K per year. The determination of what a specific employee in this job classification is paid depends on a number of factors, including, but not limited to, prior employment history/job-related knowledge, qualifications and skills, length of service, and geographic location.

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