Customer Success Specialist

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October 28

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AEM

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Energy • Agriculture • Government

AEM is a global leader in environmental insights and solutions, specializing in severe weather risk management, flood risk management, and wildfire risk management. The company provides advanced monitoring systems, sensors, and data collection technology to assist various industries in preparing for and responding to extreme weather events. AEM Elements™ 360 is their resilient platform that helps manage natural hazard risks efficiently. Their solutions serve a wide range of industries including agriculture, aviation, energy utilities, federal and national governments, and more, helping them safeguard communities, infrastructure, and entire industries from weather-related disruptions.

201 - 500 employees

⚡ Energy

🌾 Agriculture

🏛️ Government

📋 Description

• Receive and respond to customer inquiries through phone, email, and web-based chat. • Document and track activity using designated CRM/ERP solutions and by following outlined support processes. • Provide technical support including troubleshooting software application issues, data feed interruptions, and providing answers to frequently asked questions. • Support client deployments in conjunction with technical services, engineering, and other technical support teams throughout the customer lifecycle. • Edit and expand existing documentation, including knowledge base articles, instructions, and video library. • Continually enhance knowledge of the company’s products and services to be able to provide the highest levels of support over time. • Fulfill software licenses and customize configurations for new software deployments. • Facilitate the customer onboarding process within the existing, defined structure and guide getting started activities with customer through to the completion of the project. • Conduct targeted software training sessions for customers to introduce a range of user types to the skills needed to utilize and maintain their software solution.

🎯 Requirements

• Degree or certificate in business, science, technology, engineering, or another related area of study; or equivalent years of experience. • 2+ years of experience applying customer support methodologies in the technology industry. • Demonstrated ability to provide support through all stages of the customer lifecycle, from implementation and onboarding to training, ongoing technical support, and troubleshooting hardware and software components. • Knowledge of or desire and ability to learn and apply software configuration and Internet communication skills to perform troubleshooting with environmental data transfer. • Effective written and verbal communications skills with the ability to explain complex subjects to non-technical audiences. • Excellent analytical, problem-solving, organizational, and time management skills. • Proficient with Microsoft Office, including Word, Excel, Outlook, PowerPoint, and Teams. • Extremely responsive with strong interpersonal skills and a commitment to customer satisfaction. • Capable of working independently and managing multiple priorities with minimal supervision. • Comfortable collaborating with cross-department groups in a matrix organization to find the best solution to provide to customers.