Quality Engineer/Software Tester for Customer Success Role

• DXwand Customer Success – Job Description Responsibilities
• A Customer Success Manager, CSM, is responsible for developing customer relationships that promote retention and loyalty.
• His/Her job is to work closely with customers to ensure they are satisfied with the services they receive and to improve upon areas of dissatisfaction.

Key responsibilities include:

• Leverage Customer Experience Practices The CSM shall be responsible for executing action-oriented adoption plan that optimizes the customer experience.
• He/She may gather feedback from their customers, study other customer success programs and analyze customer data to identify the best approach to gain successful customer experience.
• Provide Technical and Product Support The CSM must know the company’s products inside and out.
• He/She can be called upon to provide technical support to customers or to provide training on their products.
• The Customer Success Manager is not focused on making sales, rather on educating their customers on the flexibility and capabilities of their software so customers are encouraged to continue using their services.
• Promote Innovation on Product Roadmap The should proactively capture and identify new ideas and expansion opportunities driven by customers day-to-day engagements; that enriches the product roadmap and value-proposition.
• The CSM shall be the "Voice of the Customer" to our products teams. Qualifications Basic Skills
• Excellent written and verbal communication skills
• Technical aptitude and ability to learn software programs
• Good analytical and reporting skills
• Strong interpersonal skills with ability to gain trust from company and customers teams
• Strong organizational/time management skills and the ability to manage multiple tasks simultaneously Technical Skills
• Comfortable with Microsoft Office tools (Word, Excel and PowerPoint)
• Comfortable with Office 365 team collaboration tools (SharePoint, OneDrive and Teams)
• Knowledge of AI and Conversational Bots is a plus
• Knowledge of e-commerce on web and Social Media networks is a plus
• Knowledge of customer service practices is a plus