Customer Success Manager

We're looking for an organized, passionate support specialist, that loves improving his/her tech expertise through learning, communicating with customers and finding solutions to complex problems.

At the current stage, our main goals as a company are:

- Help customers get the results they need more smoothly - that’s how we help them succeed in their businesses

- Grow our brand as a self-service platform through documentation, automation, and optimized internal/external processes so, that manual work is reduced as much as possible; this implies identifying and eliminating inefficiencies like unnecessary dependency on our team for things that can be self-serviced, and removing human intervention where automation could save time and do a better job

Expected results & objectives:

- Solve customers’ problems effectively, and as you learn, suggest processes, automations and workarounds that can reduce or eliminate unnecessary intervention on our team’s side

- Reduce workload on our development team’s through solving what’s possible on the spot and describing the rest for the Dev team. As you learn the field and the customers needs, you will have educated suggestions on how to improve / automate processes - we welcome those!

- Create, document, manage, and improve processes

Key responsibilities:

- Help the customers feel they are never alone and that we are here to help
- Solve issues too simple for the Dev team
- Investigate, assess, describe, prioritize and systematize issues for further execution
- Reduce manual work by creating automation scripts / SQL queries / Support tools
- Technical ownership of Admin control panel
- Document solutions and workarounds in Confluence / KB
- Educate customers on issues they can solve themselves
- Improve support workflow by introducing new and improving existing processes and methodologies

Communications:

- Manage customer’s expectations in regards to open issues
- Assess, process, and relay customers’ pains and struggles to the Dev team, translating the impact accurately
- Filter information received from the customers and translate the correct message to the Dev team
- If necessary, translate information from the Dev team to the customers in a clear, timely, and comprehensive manner - the Dev’s technical language is often unclear and in-comprehensive to the everyday person

Requirements:

- Good written and spoken English and of course Russian
- Basic Knowledge of Unix / Linux CLI
- Knowledge of SQL
- Understanding of contemporary support methodologies and processes (ITIL, KCS, etc.)
- Experience in reading and searching logs

Nice to have:

- Programming experience (ideally PHP)

Your tools will be:

- Atlassian stack (JIRA, Confluence, Bitbucket)
- Zendesk Help Center & Guide
- Our in-house toolset and panels
- logs, MySQL, PHP