This role is responsible for owning customer success outcomes while also driving technical issue resolution and delivery. You will act as a primary customer-facing owner and a key internal coordinator between Engineering, Product, and Support teams. You will ensure customers are successful with the platform, issues are handled end-to-end, priorities are clearly defined, and solutions are delivered with quality and accountability. The role requires balancing customer expectations, technical realities, and business priorities in a structured and professional manner. You will work during US business hours to support customers and internal teams based in the United States.
Responsibilities
- Own customer success outcomes from onboarding through steady-state usage.
- Ensure customers achieve intended business value and maintain long-term satisfaction.
- Build and maintain trusted relationships with customer stakeholders
- Proactively identify risks to adoption, satisfaction, or retention and address them early.
- Lead customer conversations related to product usage, challenges, and expectations.
- Handle support tickets or escalations when required.
- Switch effectively between customer-facing responsibilities and internal coordination.
- Maintain clear documentation and communication across all stakeholders.
- Contribute to improving processes related to customer success and issue management.
- Identify opportunities for upsell and cross-sell based on a deep understanding of customer needs and product fit.
- Take ownership of customer-reported technical issues from identification to resolution.
- Analyse system behaviour, workflows, logs, and technical details to understand root causes.
- Translate customer issues into clear, actionable problem statements for Engineering and Product teams.
- Validate fixes and ensure solutions fully address the original customer concern.
- Manage escalations and ensure timely, high-quality resolution.
- Act as a central point of coordination between customers, Engineering, Product, and Support.
- Drive clarity on priorities, timelines, and next steps across teams.
- Influence decision-making by providing customer context, technical insight, and impact analysis.
- Ensure accountability and follow-through until outcomes are delivered.
Requirements
- Experience in a technical, customer-facing role such as Technical Customer Success, Technical Support, Solutions Engineering, Program Management, or similar.
- Strong understanding of SaaS platforms and technical workflows.
- Ability to review technical information (logs, configurations, workflows, code context) to support problem analysis.
- Proven ability to own outcomes and drive issues to completion.
- Strong communication skills with both technical and non-technical stakeholders.
- Ability to manage multiple priorities in a structured and organised manner.
- Experience working with cross-functional teams.
- Experience with EMR or RIS systems is a plus.
This job was posted by Datattreyo Laha from Alpha Nodus.
