Technical Customer Success Manager
Apify
- Praha 1
- Trvalý pracovní poměr
- Plný úvazek
- Experience working in the software development domain.
- Experience in web development or web technologies. You should know what APIs are and understand how they're used.
- Preferred but not absolutely necessary: experience with web scraping, web automation, headless browsers, proxies, SaaS and PaaS platforms, cloud infrastructure, and JavaScript or Python development.
- Strong customer orientation, dedication, and passion for delivering a great customer experience.
- High energy and positive attitude.
- Ability to take initiative, challenge the status quo, and own your ideas from start to production.
- Ability to explain complex information to customers clearly and concisely.
- Professional verbal and written communication skills in English.
- Collaborative and team-oriented approach.
- Build relationships with customers and become their trusted advisor on all things Apify.
- Acquire end-to-end knowledge about Apify and all its features. We’ll teach you that.
- Help customers solve interesting business problems with the Apify platform and our open-source tools.
- Assist customers with adopting new features and expanding their use cases.
- Troubleshoot high priority customer issues together with our engineers.
- Continuously improve our processes, automated tools, documentation and help articles.
- Set up and run demos, webinars, and workshops to showcase the value of Apify’s platform to new customers and their teams.
- Continuously define, monitor, and review customer health metrics, such as their usage of the Apify platform, feature adoption, or error rates.
- Proactively assist customers whose health metrics indicate potential issues and risks, such as declining usage or slow feature adoption.
- Have learned everything there is to learn about Apify, our platform and our products.
- Deliver great demos of the Apify platform to our customers.
- Assist our support team with handling both technical and non-technical issues, to get a full understanding of the challenges our users and customers are dealing with.
- Understand what it takes to build a commercial web scraping project, how it works, what are the common pitfalls and how to address them. You’ll learn that thanks to close cooperation with our Technical consultants and Delivery engineers.
- Acquire a basic set of signals and metrics that will help you understand which customers would benefit from your assistance.
- Start building a base of customers under your management that you’ll regularly check in with and help them get the most out of Apify.
- Deliver perfect and detailed demos of all our features and products, even the most advanced ones. This includes our platform, API, API Clients, SDKs, CLI and Crawlee.
- Become a trusted advisor of your user base, able to help with almost any technical or business requirement they might have.
- Have a strong system in place for identifying users that would benefit from your assistance. Either because they’re likely to churn, or because they’re ready to grow and just need some help to make it happen.
- Ensure that important platform features are being adopted across your user base.
- Consistently achieve your net revenue retention (NRR) and logo churn targets.
- Partner with Product, Growth, Sales and Marketing in addressing customer needs.
- Get ready to lead the new customer success team, or help us hire a strong candidate that can do that.
- Space, support, and autonomy for personal growth, with a direct impact on our success
- Full-time job in Prague (with the option to work in hybrid mode), or from our
- Nobody counts holidays as long as the work gets done 💪
- Dog-friendly and bike-friendly office🐕🚲
- Epic team buildings and off-sites 🚢 (biking, canoeing, and other regular pastimes )
- Solid education and training budget, conference tickets, internal “Eat & Learn” sessions, and the possibility to work across teams 👩🏼💻👨🏽💻
- Stock options available, profit sharing and generous hardware budget 💻
- Free lunches every day 🌮🍱🍜🍕🥡
- Unlimited supply of ☕ & 🍺 and snacks
- Free entry to the wonderful Prague Zoo 🐘
- Ping-pong, chess, PS5, lightsabers, foosball league after lunch, free Multisport, and so on