Smart NX

Customer Support

• Build long-term relationships, proactively providing recommendations for optimal use of the platform
• Analyze platform usage and propose strategies to increase customer portfolio engagement
• Create action plans to promote full adoption of the system, tailored to each client's business operations
• Assist with strategic questions, focusing on each client's business growth
• Monitor for signs of disengagement and/or dissatisfaction
• Take a leading role in developing and improving Customer Success processes
• Monitor customer success metrics and create action plans to achieve defined objectives
• Identify and pursue expansion opportunities (upsell and cross-sell) within the customer portfolio
• Act as a liaison between the client and the rest of the organization
• Monitor at-risk customers to proactively address potential churn and dissatisfaction
• Participate in the department's strategic decision-making

Senior Customer Success Analyst

Support Engineer

• Send updates on procedures and articles about software and processes to clients and relevant internal teams, and monitor the need for updates.
• Handle support tickets of low to medium complexity assigned by the team or management via the platform, according to demand, with the goal of resolving reported issues.
• Assist in the handling of higher-complexity tickets with the team through meetings or within the ticketing system, with the goal of learning and knowledge transfer.
• Perform first contact with clients to open and prioritize tickets, answer questions, and perform simple configurations to initiate the support process.
• Communicate with helpdesk and digital vendors to resolve questions.

Senior Customer Success Analyst

Junior Support Analyst