Responsibilities
Customer Success Support is responsible for ensuring a smooth and successful onboarding journey for customers using Halo AI. This role acts as the primary point of contact after a customer signs up, guiding them through setup, configuration, product training, and adoption. The specialist also handles after sales support by coordinating with internal teams to address customer cases, troubleshoot issues, and ensure timely resolution.
The ideal candidate possesses strong communication skills, customer-first mindset, technical aptitude, and the ability to collaborate effectively across teams. This role ensures customers experience maximum value from Halo AI and remain satisfied throughout the post-purchase lifecycle.
Key Responsibilities
- Serve as the main customer contact during the onboarding phase of Halo AI.
- Guide customers through product setup, configuration, integration, and initial training.
- Understand customer goals and ensure Halo AI is configured to meet their business needs.
- Create and deliver onboarding materials, walkthroughs, and documentation as needed.
- Track onboarding progress and ensure timely completion while maintaining high customer satisfaction.
- Act as the bridge between customers and internal technical, product, and operations teams.
- Log, track, and follow up on customer cases to ensure issues are resolved promptly.
- Own each customer case from start to finish, ensuring clear communication and updates throughout the process.
- Troubleshoot common issues and provide first-level support before escalation.
- Ensure customer feedback is relayed to product and engineering teams for continuous improvement.
- Build strong customer relationships and maintain excellent communication throughout the customer lifecycle.
- Educate customers on best practices and new features of Halo AI to increase adoption and value.
- Monitor customer health and proactively identify risks, offering guidance to prevent churn.
- Collaborate closely with sales, product, engineering, and customer success teams to deliver seamless experiences.
- Provide regular status reports on onboarding progress, case resolution, and customer satisfaction.
- Contribute to internal process improvements to enhance onboarding and support efficiency.
Requirements
Skills & Qualifications
- Experience in customer onboarding, customer support, or customer successpreferably in SaaS.
- Strong verbal and written communication skills.
- Basic technical knowledge and ability to troubleshoot software issues.
- Ability to manage multiple customers or cases at once.
- Problem-solving mindset with attention to detail and ownership.
