Customer Success Specialist

Location: Houston, TX or Chicago, IL

Tidal Software is a leading provider of workload automation solutions and services for enterprises around the world that need to manage complex workflows for IT and business processes. Tidal is on an aggressive growth path with an innovative product roadmap, proven technical leadership, an expanding global community of loyal customers and a big vision for the future of digital automation. Tidal is headquartered in Chicago with offices in Houston, London, Minsk, Belarus and Chennai, India.

We are looking for an experienced Customer Success Specialist to join our team, reporting to our Vice President of Support & Services.

Duties and Responsibilities

The Customer Success Specialist is responsible for owning the implementation and launch process for new customers and prospects. The ideal candidate for this role is both responsive and proactive and will take pride in meeting and exceeding expectations. This position is a part of the Technical Support Center team and will work with sales engineers and account managers. Responsibilities include but are not limited to:

• Strive to deliver a world-class standard of customer service
• Be the voice of the customer and capture valuable feedback and insights to drive client satisfaction and enhance client experiences
• Play an active role in the delivery of client onboarding
• Represent the value of customer success at face-to-face and telephone meetings with new and prospective clients
• Work closely with Sales, Marketing and Product Development to ensure support
• Take ownership of customer issues reported and see problems through to resolution
• Research, diagnose, troubleshoot and identify solutions to resolve system issues
• Follow standard procedures for proper escalation of unresolved issues to the appropriate internal teams
• Talk new clients and POCs through a series of actions via phone, email or chat, until they’ve solved a technical issue
• Provide prompt and accurate feedback to new clients and POCs
• Ensure all issues are properly logged and documented
• Prioritize and manage several open issues at one time
• Follow up with clients to ensure their systems are fully functional after troubleshooting
• Prepare accurate and timely reports
• Document technical knowledge in the form of notes and manuals
• Maintain a positive relationship with our new clients, current clients and POCs
• Possible travel

Qualifications

• Proven work experience as a technical support engineer, Desktop Support Engineer, IT Help Desk Technician or similar role
• Hands-on experience with Windows/Linux OS environments
• Basic database knowledge
• Good understanding of computer systems, mobile devices and other tech products
• Ability to diagnose and troubleshoot basic technical issues
• Familiarity with remote desktop applications and help desk software
• Strong team player with excellent problem-solving and communication skills
• Ability to provide step-by-step technical help, both written and verbal
• BS degree in Information Technology, Computer Science or 5 plus years of field experience
• Additional certification in Microsoft, Linux, Cisco or similar technologies is a plus
• Solid understanding of the technology industry with emphasis on enterprise software
• Demonstrated ability to take initiative, develop relationships and interact with all levels of management
• Resourceful, efficient problem solver with a strong sense of ownership

Apply for this position at [email protected].