Technical Customer Success Specialist

Netdata is looking for a Technical Customer Success Specialist to drive customer loyalty, adoption and their implementation of Netdata Solutions. You will create deep and impactful relationships with our customers and ensure their satisfaction, and thereby contribute greatly to Netdata’s growth. All candidates for this position should be comfortable communicating with both technical and business-oriented roles within a company and across a spectrum that consists of developers as well as IT VP’s and Directors.

The Technical Customer Success Specialist will enable customers to be successful on our platform and achieve their desired outcomes, by driving product adoption, building strong customer relationships and providing a feedback loop to the rest of the organization.

Responsibilities

• Understand, analyze and work on high-touch and low-touch campaigns to improve engagement, adoption, and retention and reduce customer churn.

• Establish Customer Success Practices

• Demonstrate product knowledge and ensure broad adoption of Netdata solutions.

• Serve as the voice of the customer and collect feedback to drive continuous improvement across all areas including the product.

• Analyse statistics and compile accurate reports.

• Mediate between customers and the organization.

• Handle and resolve customer requests and complaints.

• Provide technical guidance to users around best practices on how to utilize Netdata

Requirements

• 1+ years of experience in Customer Success

• Familiarity with Linux, container technologies (cgroups, docker, etc.), and scripting languages (e.g. Python, Bash etc.)

• Curiosity to learn all about infrastructure monitoring and troubleshooting solutions

• Previous B2B SaaS software experience

• Experience with customer success/ customer support tools

• Ability to quickly identify and solve technical and business challenges

• Ability to relate technical concepts to customers of all technical backgrounds

• A desire for action and willingness to work in a roll-up-your-sleeves fashion.

• An enthusiastic and dedicated approach to connect with customers and understand their needs, ensuring they understand and realize the full value of our solutions.

• Ability to develop deep customer relationships that result in high levels of customer satisfaction.

• Expert in deploying technology or support services with companies.

• Possess creativity when it comes to educating customers on Netdata solutions.

• A process-focused mindset that has a true love for customers.

• Ability to leverage your business acumen to assess client needs and drive positive outcomes.

• Extremely data driven; ability to understand user feedback and leverage it to help drive positive customer outcomes and adoption.

• Excellent collaborator with the skills needed to engage across multiple teams (Product, Engineering, Marketing, etc.) and multiple geographies to drive the outcomes needed to ensure success

• Professional, executive presence internally and externally.

• Experience in working with complex technologies (IT infrastructures preferred).

• Proven success working in a fast-paced, dynamic and rapidly changing startup environment.

  
  

Why join Netdata?

• We are a team of industry veterans and senior tech pro’s that prioritize performance and ease of use over anything else.

• We embrace remote work and great work-life balance.

• We are solving hard problems that affect thousands of users and organizations worldwide.

• We are deeply committed to Open Source and love our community.

• We deeply care about system performance.

When you join Netdata, you can expect

• A competitive salary.

• A generous stock plan.

• To join a venture-backed startup working with some of the most sophisticated investors of Silicon Valley.

• To be part of our world-class team and interact with an amazing community.

• To see first-hand how to grow and succeed in an engineering-first, open source-based company.

• To find a culture that rewards doers.

Netdata is an Equal Opportunity Employer. We are committed to providing an inclusive work environment free of discrimination and harassment for everyone, regardless of race, colour, religion, national or ethnic origin, sex, age, sexual orientation, gender identity, disability, sexual orientation, marital status, military service or other non-merit factor.