Offer summary

Qualifications:

Minimum of 4 years of customer-facing experience in customer service, customer success, or sales., Strong technical aptitude for troubleshooting and resolving issues., Excellent written and verbal communication skills in English., Familiarity with CRM and ticketing systems is a plus..

Key responsabilities:

Manage a portfolio of approximately 40 mid-market customers with regular engagement.

Collaborate with account stakeholders to maximize customer value from the platform.

Gather product feedback from customer interactions to inform product development.

Lead initiatives aimed at enhancing customer engagement and overall experience.

Job description

Location: Remote

Team: Operations

About Panoptyc

At Panoptyc, we're on a mission to revolutionize loss prevention. Using visual AI and manual reviewers, we help retailers detect theft in over 15,000 markets across the United States. From Fortune 500 giants to local businesses, our impact is far-reaching. As a fully remote, rapidly growing team, we're excited to invite top talent worldwide to join us in reshaping the future of retail security.

About the Role

As a Customer Success Analyst, you will play a pivotal role in ensuring our mid-market customers achieve their desired outcomes through our platform. You will be the primary point of contact for approximately 40 clients, fostering strong relationships and ensuring they are fully leveraging our services. Your insights from customer interactions will help shape our product development and customer success strategies, making you a key contributor to enhancing the overall customer experience.

Responsibilities

Manage a portfolio of approximately 40 mid-market customers, ensuring regular engagement through monthly meetings.
Collaborate with account stakeholders to ensure they derive maximum value from our platform.
Work cross-departmentally to gather all necessary information to enhance the customer journey and overall experience.
Report directly to the Head of Customer Success and the Customer Success Lead.
Gather and relay product feedback from customer interactions to the Head of Customer Success and Head of Product.
Lead initiatives and projects aimed at driving customer engagement and delivering customer value.

Requirements

A minimum of 4 years of customer-facing experience in roles such as customer service, customer success, or sales.
Strong technical aptitude with the ability to troubleshoot and resolve technical issues.
Experience with CRM systems (e.g., HubSpot) is preferred but not mandatory.
Familiarity with ticketing systems (e.g., Zendesk) is an advantage but not required.
Excellent written and verbal communication skills in English.
Availability to work during East Coast business hours.
Strong and reliable internet connection.
Alignment with our company values and culture.
Shift: Must be willing to follow US EST

Why Join Us?