Customer Support Executive (Video Analytics)

Responsibilities:
- Customer and Site Management:
o Act as the primary liaison for customers and sites.
o Conduct maintenance and daily checks on deployments, troubleshoot issues and escalate matters to the CTO.
o Collaborate closely with customers to comprehend their technical needs and provide customized solutions.
o Offer ongoing technical guidance, support throughout the deployments by understanding the users' pain points and recommending solutions to address them.
o Conduct training sessions and workshops to educate customers on the utilization of products and technologies.
o Ensure customer satisfaction and retention.
o Monitor and report on key customer success metrics.
o Willingness to travel to customer sites as required.
- Physical Deployment of Video Analytics solutions:
o Deliver and install hardware to integrate Video Analytics solutions into customers' workflows and systems.
- Troubleshooting:
o Troubleshoot and resolve technical issues to ensure customer satisfaction.
- Platform Administration:
o Provide comprehensive support for the web dashboard and mobile applications, including user account creation, site creation, and troubleshooting.
- Cross-functional collaboration:
o Coordinate internal resources to address customer requirements effectively.
o Work collaboratively with internal teams to enhance the overall customer experience.
o Provide constructive product feedback and suggestions to technology team.
- Documentation:
o Contribute to the development of customer success processes, blueprints, and best practices as the team evolves.
- Mentor for Interns:
o Provide guidance to interns on efficient and effective practices in daily tasks.
o Impart knowledge and experience in implementation of Video Analytics solutions and customer management to ensure customer satisfaction.
- Keeping current:
o Stay informed about the latest industry trends and technologies to enhance customer success strategies.

Requirements

• Willingness to learn
• Demonstrated resilience learning/executing
• Demonstrated experience in a customer success or account management role.
• Proven background in technical support roles.
• Knowledge of Computer Vision or Video Analytics or IP camera technologies and platforms is a great plus.
• Excellent communication, interpersonal, and problem-solving skills.
• project management and organizational skills.
• Familiarity with Project Management software (like Jira, Confluence) and customer success metrics.
• A service mindset with a passion for working with technical customers.
• Customer-first mentality with a high dose of empathy.
• Self-starter, growth mindset, and able to work cross-team.