Technical Customer Success Analyst II
US
About our group:
Lyve offers a comprehensive, edge-to-cloud storage portfolio, empowering customers to achieve their business objectives. The Customer Success Team is responsible for Customer Onboarding, Adoption, Expansion, Renewal, and Retention. We work closely with cross-functional teams to align customer requirements with engineering direction, product definition, positioning, and lifecycle management. If you are passionate about customer satisfaction, solving problems, and driving customer success in a B2B environment, then you will fit right in!
About the role - you will:
As a Customer Success Analyst for Lyve, you will play a key role in helping our B2B customers get the most out of Lyve. Your passion for customer success, combined with the ability to learn and apply technical skills, will help ensure customers are onboarded successfully and supported throughout their journey with our product.
• Customer Onboarding: Assist with onboarding new B2B customers, helping them integrate and set up the product within their workflows.
• Technical Support & Troubleshooting: Provide day-to-day technical support to customers by diagnosing basic issues and helping to resolve common problems. Work alongside the technical team for more complex issues.
• Customer Training & Education: Assist in the creation and delivery of training materials and resources, helping customers improve their understanding of the product and its features.
• Relationship Management: Maintain positive customer relationships and ensure that customers are engaged and satisfied with their experience.
• Escalation Management: Support the team in handling escalated issues by working closely with Product, Engineering, and Operations teams to resolve challenges promptly and effectively.
• Product Feedback: Help gather feedback from customers and share insights with internal teams to assist in improving our product and services.
• Proactive Account Health Management: Monitor customer accounts and identify early signs of potential issues. Work proactively with customers to prevent churn and ensure satisfaction.
• Reporting & Metrics: Track key customer success metrics, report on progress, challenges, and opportunities for improvement.
• Cross-Functional Collaboration: Work alongside Product, Engineering, and Operations teams, learning about the broader customer experience and contributing to improving processes.
About you:
• Experience in a technical customer success, technical support, or solutions engineering role, ideally within a B2B SaaS environment. • Communication Skills: Strong verbal and written communication skills. Ability to simplify and explain technical concepts to customers with varying levels of technical knowledge.
• Technical Acumen: A solid understanding of APIs, software integrations, and cloud technologies is beneficial, with a willingness to learn more about these areas on the job.
• Customer-Centric: Eagerness to build relationships with customers and a desire to help solve their problems. A passion for customer satisfaction and ensuring they have a positive experience with our product.
• Problem-Solving Skills: Excellent analytical and troubleshooting skills, with the ability to approach challenges methodically and learn from others.
• Organizational Skills: Ability to manage multiple tasks or customer accounts simultaneously, demonstrating attention to detail and adept time-management skills.
Your experience includes:
• Tools & Technologies: Familiarity with CRM tools and technical documentation tools.
• Education: A degree in Computer Science, Engineering, Information Technology, or a related technical field or equivalent experience.
Location:
Remote United States; #LI-Remote
Seagate is able to offer virtual employment for this position in the following states: AL, AZ, CA, CO, CT, FL, GA, ID, IL, IN, KS, KY, MA, MD, MI, MN, MO, NC, NH, NJ, NM, NY, NV, OH, OK, OR, PA, SC, SD, TN, TX, UT, VA, WA, WI, WY.
The estimated base salary range for this position is $62,000 - $88,000. The individual salary is based on work location and additional factors, including job-related skills, experience, and relevant education or training.
Seagate offers comprehensive benefits to its eligible employees, including, but not limited to, eligibility to participate in discretionary bonus program, medical, dental, vision, and life insurance, short-and long-term disability, 401(k), employee stock purchase plan, health savings account, dependent care, and healthcare spending accounts. Seagate also offers paid time off, including 12 holidays, flexible time off provided pursuant to Seagate policy, a minimum of 48 hours of paid sick leave, and 16 weeks of paid parental leave. The benefits for this position are based on a full-time schedule for a full calendar year and may differ depending on work location.
Location: Remote United States
Travel: Up to 10%