Operative

Technical Customer Success

• Own customer-facing engagement for assigned accounts, including regular check-ins and relationship management
• Provide technical support for assigned products, including troubleshooting and issue resolution
• Monitor SLA metrics and overall case health, making adjustments where needed
• Expedite cases from the queue to keep work moving on assigned accounts
• Act as the main point of contact for client complaints and escalations
• Analyze client incidents and recreate possible defects in a simulated environment
• Create and maintain knowledge base articles for assigned products
• Maintain professional and open communication with internal departments

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Technical Customer Success Manager