Learn what makes intent data a powerful tool for driving real, measurable growth

Download eBook

Customer Support and Onboarding Exec

Using artificial intelligence and machine learning, combined with unique customer behaviour data from across the globe, Cyance records and predicts what and when customers are most likely to buy next, buy more of, or leave. This insight allows its customers to target prospects and customers with the right combination of sales and marketing activities, at the right time.

Building a best in class customer support function is integral to making our customers successful, and supporting Cyance’s long-term growth and profitability plans. With this in mind we are looking to hire our first dedicated Support and Onboarding Executive.

Responsibilities

Reporting into the Head of Customer Success, your role will focus on supporting the Customer Success Managers in onboarding all new customers accurately and efficiently and being the first line of support for all customer technical enquiries. Key responsibilities include:

  • Operating the Cyance customer support helpdesk and providing effective first line support
  • Manage all support tickets in accordance with the agreed customer support SLAs
  • Triaging and escalating any support tickets that require second or third line support in order to process and respond to the appropriate users(s) with a recommendation, fix or outcome
  • Identify and escalate to the product team new bugs identified through support tickets
  • Provide monthly customer level reporting to Customer Success Team (ticket based)
  • Fully manage all customer dashboard updates
  • Manage the dashboard setup process (technical onboarding) of all new customers

Required Experience

  • Excellent project management skills (experience in a PM role desirable) and the ability to manage and prioritise different tasks, at different stages at the same time
  • Competent in Google Sheets / Excel
  • Experience using Zoho Desk (or equivalent) highly desirable
  • Experience of a typical SAAS onboarding process
  • An understanding of risk and priority management
  • A strong ability to quickly diagnose issues and react accordingly
  • Strong empathy for customers and a passion for customer experience
  • A team player who enjoys working as part of a close group is a must!

Contact Cyance to Discuss this Vacancy Today! 👇