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Customer Support Specialist (US market)

At Digimind

Who we are.

We are Digimind, a global software company that provides market intelligence and social media listening solutions to our customers. We work with 600+ of the world's best brands and agencies, including Nestle, Ford, Lenovo, Canon, Edelman, Ogilvy and P&G to name a few. We have offices in NYC, Paris, Singapore, Rabat, Buenos Aires, Madrid, Grenoble and Amsterdam.

 

What we are looking for.

Digimind is looking for a Customer Support Specialist to join our North American Customer Success Team. Talented, dedicated and enthusiastic, your role will be to provide best-in-class customer experience to our clients under the supervision of a Sr. Customer Success Manager.

Responsibilities include but not limited to:

  • Manage platform’s implementation (setup, fine tuning)
  • Develop and maintain a deep knowledge of the Digimind solutions to be seen as the Technical expert.
  • Gain an understanding of typical business challenges faced by our customers to appropriately map use cases and features within the Digimind product suite.
  • Platform troubleshooting and Q&A with the clients over emails/live chat or screen sharing tools
  • Monitor key performance metrics across assigned client portfolio to ensure satisfaction, adoption, consumption and ultimately renewal likelihood.
  • Support your Customer Success Manager during Kick off meetings and strategic business reviews with clients
  • Proactively identify issues that may impact a project and consult with internal resources to resolve potential issues.
  • Collect feedback and expectations from clients regarding product development and address it to the Product Management team to reflect the voice of customers on the product roadmap
  • Animate functional trainings on the platform once you have mastered all aspects of the Digimind platform

 

 What you bring. 

  • 2-3 years of experience in client support for enterprise solutions or data/startup customer-facing role;
  • Complete professional fluency in English is required;
  • 2 or 3-year college degree or equivalent required;
  • Subject matter expertise in one of the following domains: Social Media Analytics, Digital Marketing, Competitive Intelligence, Knowledge Management, Business Intelligence, Account Management, Saas platforms
  • Outstanding writer and communicator in English with strong presentation skills;
  • Positive attitude, competitive, confident personality with strongly developed personal skills and a customer-focused orientation;
  • Proven track record of success in customer support and retention;
  • Strong technical background;
  • Proactive methods, unparalleled work ethic and hunger to learn.

 

What we offer.

  • A great on-boarding during which you’ll receive expert training to help you master our suite of proprietary market intelligence and social listening tools
  • The opportunity to work in the world of social media and big data with an international team of passionate professionals
  • Rapidly developing business, you will be a key part of the expansion
  • Flexibility: you can work remotely from home
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