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Customer Excellence Representative
Crimson Tide Productions. Build strong relationships with key customer contacts and understand their business needs .
About the role
Key responsibilities & impact- Build strong relationships with key customer contacts and understand their business needs
- Work with the Delivery team to drive product adoption and reduce churn
- Identify opportunities for upsells and additional professional services
- Share customer feedback, feature requests, and product insights with the wider business
- Advise customers on product features that best fit their needs
- Develop in-depth knowledge of mpro5 through training and hands-on experience
- Investigate and triage reported incidents, documenting steps clearly and accurately
- Coordinate with multiple departments to resolve incidents efficiently
- Handle customer support queries via Zendesk, email, phone, and the customer portal
- Troubleshoot and monitor issues, ensuring proper resolution and documentation
- Prioritise requests and incidents based on urgency and customer impact
- Keep relevant team members informed about ongoing support issues
- Provide detailed investigation steps before escalating incidents to other teams
Requirements
What you’ll need- Customer-focused approach
- Ability to troubleshoot, isolate root causes, and document solutions clearly
- Excellent communication skills, including explaining technical concepts clearly
- Strong attention to detail and accuracy
- Willingness to learn new skills and technologies
- Ability to work collaboratively and independently
- Strong organisation and time management skills
- Strong work ethic
- Motivation, proactivity, and enthusiasm for developing a career in customer success and support
Benefits
Comp & perks- Hands-on experience in a growing tech company
- Skills development and training
- Professional growth opportunities