Responsibilities:
Customer and Site Management:
- Act as primary liaison for customers and sites.
- Conduct maintenance and daily checks on deployments, troubleshoot issues and escalate matters to the CTO.
- Offer on-going technical guidance, support throughout the deployments by understanding the users' pain points and recommending solutions to address them.
- Conduct training sessions and workshops to educate customers on the utilization of products and technologies.
- Ensure customer satisfaction and retention.
- Monitor and report on key customer success metrics.
- Willingness to travel to customer sites as required.
Deployment of Video Analytics solutions:
- Deliver and install hardware to integrate Video Analytics solutions into customers' workflows and systems.
Troubleshooting:
- Troubleshoot and resolve technical issues to ensure customer satisfaction.
Platform Administration:
- Provide comprehensive support for the web dashboard and mobile applications, including user account creation, site creation, and troubleshooting.
Cross-functional collaboration:
- Coordinate internal resources to address customer requirements effectively.
- Work collaboratively with internal teams to enhance the overall customer experience.
- Provide constructive product feedback and suggestions to technology team.
Documentation:
- Contribute to the development of customer success processes, blueprints, and best practices as the team evolves.
Keeping current:
- Stay informed about the latest industry trends and technologies to enhance customer success strategies.
Requirements:
- Demonstrated experience in a customer support, customer success or account management role.
- Background in technical support roles.
- Knowledge of Computer Vision/Video Analytics/IP Camera technology and platform is a plus
- Excellent communication, interpersonal, and problem-solving skills.
- Familiarity in Jira, Confluence and customer success metrics.
Joanna Tham Pooi Kwan EA License No.: 02C3423 Personnel Registration No.: R1985398
