The Vacancy

As a Technical Customer Success, Cable Testing & Diagnostics Systems, you will play a pivotal role in ensuring the successful implementation, adoption, and ongoing use of our products and services. You will serve as the bridge between the customer and our technical teams, providing hands-on support, troubleshooting, and guidance to help customers achieve their desired outcomes. You will be responsible for fostering long-term relationships, resolving technical issues, and ensuring overall customer satisfaction with our solutions. Focus area will be cable testing and diagnostic projects and field knowledge of cable testing for North America is required.

Key Responsibilities:

• Client Onboarding:
  • Lead the onboarding process for new customers, ensuring a seamless transition from initial sales to full product implementation
  • Work closely with clients to understand their unique needs, customize product configurations, and help them get the most out of our solutions
  • Provide training and ongoing support to ensure successful adoption of custom systems
• Customer Support and Relationship Management:
  • Act as the primary point of contact for customers throughout the lifecycle of the product, from implementation to ongoing usage
  • Build and maintain strong, long-lasting relationships with key stakeholders at customer organizations
  • Address customer inquiries, provide proactive solutions, and troubleshoot any issues that may arise
  • Regularly check in with customers to gauge satisfaction and identify any potential concerns

• Product Customization and Optimization:
  • Work closely with the product development team to understand customer-specific requirements and ensure that custom solutions are effectively implemented
  • Provide feedback from customers to help improve and enhance the custom product systems
  • Assist customers with product configuration adjustments as their needs evolve
• Renewals and Upsells:
  • Drive customer retention by ensuring customers are achieving value and satisfaction with their custom product systems
  • Identify opportunities for upselling or cross-sell additional products or services that align with customers’ evolving needs
  • Support the renewal process by demonstrating the value the customer has received from the product

• Customer Advocacy:
  • Advocate for customer needs within the company, providing insight and recommendations to the product and engineering teams
  • Represent the voice of the customer in product strategy meetings, ensuring product enhancements align with customer feedback
  • Foster a customer-first culture, ensuring that every touchpoint with the company leaves customers feeling heard, valued, and supported
• Reporting and Analysis:
  • Track and analyze customer metrics such as product usage, support tickets, and satisfaction surveys
  • Provide regular reports to management on customer health, risks, and opportunities for growth
  • Use data to proactively identify trends and address potential issues before they escalate

Qualifications:

• Bachelor’s degree in business, engineering, or a related field (or equivalent experience) in cable testing systems
• Proven experience (3+ years) in a customer success or account management role, ideally with custom or complex product systems
• Strong understanding of technical products and the ability to explain complex concepts to non-technical stakeholders
• Excellent communication and interpersonal skills, with the ability to build relationships at all levels within customer organizations
• Highly organized with the ability to manage multiple projects simultaneously and prioritize effectively
• Strong problem-solving skills and the ability to think critically under pressure
• Experience with CRM software and customer success tools
• Ability to work independently, as well as collaborate cross-functionally with sales, product, and engineering teams
• A passion for helping customers achieve their goals and ensuring a positive product experience