Consultant

• Provide world-class support via live chat and Email
• Provide accurate and efficient resolution to customer issues, escalating complex problems to the appropriate internal teams when necessary.
• Document and track customer interactions, issues, and resolutions in our CRM system, ensuring thorough and accurate record-keeping.
• Contribute to the creation and maintenance of knowledge base articles, FAQs, and other support resources to empower customers and enhance self-service capabilities.
• Collaborate with internal teams (Product, Engineering, Sales and Support) to resolve customer issues.
• Act as the primary point of contact for Cargobase customers, ensuring consistent and high-quality customer experience.
• Build and maintain strong relationships with key customer stakeholders, ensuring customer needs are met and satisfaction is achieved.
• Sustain business growth and profitability by maximizing customer value and experience.
• Proactive monitor customer health and usage data, identifying opportunities to increase platform adoption and usage.
• Conduct regular business reviews with customers to share insights, align on goals, and identify opportunities to deepen value and strengthen the partnership.
• Identify upsell opportunities and partner with Sales to grow customer accounts.
• Advocate for customer needs during internal product development discussions.
• Collect and analyze customer feedback to identify trends, pain points, and areas for improvement.
• Drive the development of self-service resources such as knowledge bases, FAQs, and tutorials.
• Collaborate with Sales to identify upsell and cross-sell opportunities, supporting upsell within existing customer accounts.
• Identify process improvement opportunities and streamline implementation and excellence workflows.
• Handle Hubspot tickets and escalate technical and operational issues requiring advanced troubleshooting.
• Collaborate closely with internal teams to resolve recurring challenges or platform gaps.
• Track, document, and share best practices across the team to improve customer support quality.

Customer Excellence Consultant

Identity Consultant – ForgeRock, Ping Identity