About the role
P1
C3
STS
Consultant shall provide capacity to the Observability Tracing Squad Product Owner. Detailed tasks
include, but are not limited to the following
Own the entire relationship with customers, including onboarding, implementation, training,
adoption, retention, and satisfaction
Establish relationships as a trusted and strategic advisor to help ensure the continued value of our
products and services
Develop and maintain customer success strategies and best practices, as well as customersupport
content, with help from the creative team
Communicate effectively with both internal and external senior managers to better understand
customer needs, maximize retention and growth, and share learnings
Maintain existing customer success metrics and data as directed
Responsibilities include, but are not limited to the following
Serve as day to day contact of our customer base, building trust and rapport while identifying areas of opportunity, highlighting best practices, and documenting both
Review the customer journey, determine how its supported, and use a consultative approach to help clients overcome issues and achieve their goals
Facilitate interaction and workflow among project team members, including third party service providers, to ensure timely deliverables
Collaborate, problem solve, and or strategize with team members on upcoming client meetings
Prepare documentation or visuals of campaign performance for client; analyze trends to identify areas for improvement
Work with our fleet leadership team to boost customer referrals and develop case studies
Required skills and qualifications include, but are not limited to the following
Three to five years of experience in customer success
Strong skills in verbal and written communications, strategic planning, and project management
Analytical and process oriented mindset
Ability to work effectively across multiple departments in a deadline driven environment
Active team player, self-starter, and multitasker who can quickly adjust priorities
Preferred skills and qualifications include, but are not limited to the following
Bachelor degree or equivalent in Computer Science or Communications
Knowledge of Jira
Prior Knowledge of Observability APM products such as Grafana Labs AppDynamics Opentelemetry
Experience in event planning
Customer Success
APM Products
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