CLIENT SUMMARY
Our client is a leading global provider of independent insight and data into network experience and market performance.
We are looking for a committed individual to join our Network Solutions Customer Success Team. If your true passion is to provide extraordinary service and ensure a first-class experience for your customers, then this role is for you!
As a Customer Solutions Consultant, your role is responsible for delivering the highest possible service to our existing and trial enterprise accounts. Through a consultative approach, you enjoy working with data and providing various creative solutions. Clients will look to you for technical guidance and advice in addressing their product usage and needs. This position will work directly with our Sales team to grow our commercial client’s portfolio.
This position is an integral part of the team and will directly impact the business by providing customer product feedback and improvements to the engineering team. This position reports to the VP, Customer Success.
RESPONSIBILITIES
Communicate the full range of technical capabilities of dashboard to commercial clients
Work with existing clients to expand relationships and secure renewal
Lead key customer relationships throughout their engagement with the company
Advocate for customers for internal company initiatives
Provide email, web, chat, and phone support to customers and partners
Utilize company products and tools to investigate data, products, and other issues
Document known solutions to the internal and external knowledge base
Submit well-documented bugs and feature requests arising from customer escalated issues
Partner with engineering teams in prioritizing and resolving customer requests
REQUIREMENTS
Fluent in Japanese, verbal and written
Proficient in English, verbal and written
Post-secondary education in a relevant field
Experience in a technical support role or similar function
Experience working in a fast-paced, entrepreneurial environment
Experience in writing and troubleshooting SQL queries
Demonstrated aptitude to learn in a fast-paced environment
Strong work ethic and problem-solving skills
Exceptional sense of organization and attention to detail
Can work independently or in a team
Strong writing and communication skills
Ability to plan work to meet deadlines and unexpected situations and/or requests
Build and maintain solid business relationships with clients
GOOD TO HAVE
Experience working with big data
Experience with BigQuery or another data warehouse