Customer Success/Product Support Representative NetBase Solutions
NetBase is hiring a full time Customer Success (Product Support) Representative to provide customer care and support to a portfolio of assigned accounts. The successful candidate will provide post-sales training, product expertise and support to clients to ensure high customer satisfaction and retention. This support to clients is done over the phone, via email, and online from our Mountain View, CA headquarters.
Develop deep product expertise and be a subject matter expert on our Enterprise Social Intelligence platforms
Primary point of contact for assigned customers
Lead web-based training sessions to educate customers and promote immediate ROI using our products.
Respond to customer questions about NetBase products and resolve customer issues
Partner with Product, Engineering, and Sales to advocate for customer requests for new features or feature enhancements to our products
Participate in testing of new features prior to product releases
Own renewals by managing the renewal process end to end, including all paperwork and negotiations
Qualifications & Experience Required
BS or BA Degree
Direct experience providing excellent customer care and support at a software or similar high-tech company
1-3 years of experience with Software, or Software-as-as-Service (SaaS) applications
Experience with high volume email/call support role
Familiarity with social media related technologies, platforms and use cases
Expertise in problem solving and conducting research internally and externally to solve problems.
Must be internet savvy ? experience navigating the web
Ability to multi-task and adapt to change quickly
Attention to detail and pro-active personality
Excellent interpersonal communication skills, both written and verbal
Team player ? working closely with Product, Engineering, Sales Operations, Sales
Must be MS Office proficient ? Outlook, Excel, Word and PowerPoint
Experience using CRM tools (preferably Salesforce).
Experience with bug tracking tool/s a plus
Multi-lingual in English, Spanish, German, French, Portuguese, Italian or Japanese is helpful
||2087 Landings Drive |
Mountain View, CA 94043