Company Overview:
Giant Pumpkin is a dynamic and innovative digital signage and music streaming company that transforms spaces with cutting-edge technology. We believe in creating immersive and engaging experiences for our clients, and we are seeking a passionate and experienced Customer Success Manager to join our team for afternoon and weekend shifts.
Job Summary:
As a Customer Success Specialist, you will play a crucial role in ensuring our clients derive maximum value from our digital signage and music streaming solutions. We are looking for a candidate with a technical background and excellent customers skills. Your primary focus will be to build strong relationships with customers, address their inquiries, and proactively troubleshoot and resolve issues within SLA given by clients.
Responsibilities:
1. Issue Resolution
Respond promptly to customer inquiries and resolve issues efficiently via phone, E-Mail and chat communication by troubleshooting and providing solutions for technical challenges from overseas and local clients
Record all customers’ inquiries in tickets and resolve problems within SLA.
Visit on-site stores in the case of minor maintenance issues
Escalate unresolved issues to the technical on-site team (if any)
2. Content Management
Understand the client’s brief for media launch for digital signage
Manage and monitor media files inside the client’s account and be able to achieve ad-hoc requirements
3. Product Education
Conduct training sessions to educate clients on the features and functionalities of our digital signage and music streaming platforms when being requested.
Stay updated on product updates and communicate them effectively to clients
4. Account Health Monitoring
5. Documentation
Maintain accurate records of customer interactions and transactions inside the company’s platform
Capture site reports if need to go on-site or from the technical team for the maintenance jobs.
6. Feedback for improvement and product testing
Summary unresolved cases or customers’ feedback to the Product Team in order to get investigate and find solutions
Test new issue scenarios from the demo devices in the office in order to find solutions to new problems and improve the service delivery
If you are passionate about customer success and thrive in a dynamic, technology-driven environment as well as want to be part of a vibrant team, please submit your resume and a cover letter detailing your relevant experience to tantika@giant-pumpkin.com
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