Job Description

Responsibilities:
Customer and Site Management:

• Act as primary liaison for customers and sites.
• Conduct maintenance and daily checks on deployments, troubleshoot issues and escalate matters to the CTO.
• Offer on-going technical guidance, support throughout the deployments by understanding the users\' pain points and recommending solutions to address them.
• Conduct training sessions and workshops to educate customers on the utilization of products and technologies.
• Ensure customer satisfaction and retention.
• Monitor and report on key customer success metrics.
• Willingness to travel to customer sites as required.

Deployment of Video Analytics solutions:

• Deliver and install hardware to integrate Video Analytics solutions into customers\' workflows and systems.

Troubleshooting:

• Troubleshoot and resolve technical issues to ensure customer satisfaction.

Platform Administration:

• Provide comprehensive support for the web dashboard and mobile applications, including user account creation, site creation, and troubleshooting.

Cross-functional collaboration:

• Coordinate internal resources to address customer requirements effectively.
• Work collaboratively with internal teams to enhance the overall customer experience.
• Provide constructive product feedback and suggestions to technology team.

Documentation:

• Contribute to the development of customer success processes, blueprints, and best practices as the team evolves.

Keeping current:

• Stay informed about the latest industry trends and technologies to enhance customer success strategies.

Requirements:

• Demonstrated experience in a customer support, customer success or account management role.
• Background in technical support roles.
• Knowledge of Computer Vision/Video Analytics/IP Camera technology and platform is a plus
• Excellent communication, interpersonal, and problem-solving skills.
• Familiarity in Jira, Confluence and customer success metrics.

Joanna Tham Pooi Kwan EA License No.: 02C3423 Personnel Registration No.: R1985398

Manpower