Customer Success Engineer

3 days ago


Singapore Ailytics Pte Ltd Full time

Customer Support Engineer (Video Analytics)

Responsibilities:

  • Customer and Site Management:
  • Act as the primary liaison for customers and sites.
  • Conduct maintenance and daily checks on deployments, troubleshoot issues and escalate matters to the CTO.
  • Collaborate closely with customers to comprehend their technical needs and provide customized solutions.
  • Offer ongoing technical guidance, support throughout the deployments by understanding the users' pain points and recommending solutions to address them.
  • Conduct training sessions and workshops to educate customers on the utilization of Ailytics' products and technologies.
  • Ensure customer satisfaction and retention.
  • Monitor and report on key customer success metrics.
  • Willingness to travel to customer sites as required.
  • Implementation of Video Analytics solutions:
  • Lead the implementation and integration of Ailytics' Video Analytics solutions into customers' workflows and systems.
  • Troubleshooting:
  • Troubleshoot and resolve technical issues to ensure customer satisfaction.
  • Platform Administration:
  • Provide comprehensive support for the web dashboard and mobile applications, including user account creation, site creation, and troubleshooting.
  • Cross-functional collaboration:
  • Coordinate internal resources to address customer requirements effectively.
  • Work collaboratively with internal teams to enhance the overall customer experience.
  • Provide constructive product feedback and suggestions to Ailytics' technology team.
  • Documentation:
  • Contribute to the development of customer success processes, blueprints, and best practices as the team evolves.
  • Mentor for Interns:
  • Provide guidance to interns on efficient and effective practices in daily tasks.
  • Impart knowledge and experience in implementation of Video Analytics solutions and customer management to ensure customer satisfaction.
  • Keeping current:
  • Stay informed about the latest industry trends and technologies to enhance customer success strategies.

Requirements

  • Demonstrated experience in a customer success or account management role.
  • Proven background in software development and/or technical support roles.
  • Knowledge of Computer Vision or Video Analytics or IP camera technologies and platforms is a great plus.
  • Excellent communication, interpersonal, and problem-solving skills.
  • Strong project management and organizational skills.
  • Familiarity with Project Management software (like Jira, Confluence) and customer success metrics.
  • A service mindset with a passion for working with technical customers.
  • Customer-first mentality with a high dose of empathy.
  • Self-starter, growth mindset, and able to work cross-team.

Why work at Ailytics?

  • Join Ailytics in transforming the industrial sector with AI-powered solutions.
  • A fun team to be in, with high standards and a culture of transparency and collaboration.
  • Flexible working arrangements such as choice of location, and async work environment.
  • Merit-based ESOP (Employee Stock Option Program)
  • Constant training and coaching on Video Analytics solutions and its impact.
  • Be part of a lean and fast-growing team tackling an ever-expanding market locally and abroad.
  • You will be stretched and given career opportunities to grow laterally and vertically.


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