Customer Success Account Manager

We are looking for a Customer Success Account Manager to join our team in Kharkiv, Ukraine.

As a Customer Success Account Manager with GeoGuard, you will be responsible for maintaining a thorough understanding of the company's technologies, processes and teams, liaising between business and development teams and continuously improving all supporting documentation for clients. This position contributes to GeoGuard's success by ensuring client satisfaction throughout sales, onboarding and operational phases of the company's processes.

Our ideal candidate has at least 3 years of experience in a similar role, providing customer support in a technical environment. You possess excellent communication skills as you will be interacting with different parties, including developers and clients. Possessing knowledge of US gaming and sports betting compliance, regulations and requirements is a definite asset. You are able to interact daily with systems that are used in professional software development such as JIRA, SQL, Zendesk and Atlassian. 

You have experience providing high-level of customer support, understanding customers and business requirements and developing training materials for internal and external uses. You are resourceful, detail-oriented, able to prioritize tasks and resolve issues that may arise. 

Your key accountabilities and responsibilities will include (but not limited to):

• Communications including the preparation and processing of all applicable  documentation to resolve customer issues, data analytics, reporting investigations and manage the dialogue with customers 

• Maintaining customer training documents and training of new customers prior to launch, taking into consideration industry type and client department 

• Ensuring customer training is offered or occurs after new product features are released or new products are offered; work with Marketing and Sales teams as well as product managers to coordinate

• Analyze current customer contact and issues resolution systems and processes on an ongoing basis; deliver presentations to management with findings for improvement

• Respond to clients according to SLA requirements but try to achieve a 24-hour issue close for all tickets when possible

• Prepare for Weekly team calls; prepare talking points and take notes for action plan 

Your skills & qualifications:

• 2 - 4 years in an enterprise SaaS customer support role

• Ability to understand business and customer requirements, prioritizing issues and escalating as required

• Excellent writing skills; experience developing process and training documents for internal and customer use

• Experience interpreting contracts and terms and conditions

• Experience liaising with internal development and technical teams, with ability to gather required information 

• Strong communication skills with ability to adapt to communicating with different parties such as clients, developers and infrastructure team members, across different time zones

• Good conflict resolution skills

• Good understanding of customers' use of technology; experience with SDK integration is an asset

• Intermediate written and spoken technical English, enough to discuss issues with teams remotely

• Experience preparing reports and presentations, and data analysis

• Experience with SQL, Kibana is an asset

• Experience with Jira, Zendesk, and Atlassian is an asset

If you have what we are looking for and would love to join our team in Kharkiv, we want to hear from you! 

This position is located in Kharkiv, Ukraine.

To learn more about us, visit www.geoguard.com 

We sincerely thank all applicants for applying; if we like what we see and feel you are a match for our position, we will be in touch.