Senior Enterprise Technical Specialist
Following the tremendous success of Featurespace, our team is expanding globally and we are looking for a Senior Enterprise Technical Specialist based in our Atlanta, GA office.
As a Senior Enterprise Technical Specialist, you will serve as a designated technical contact and champion for our US-based enterprise customers. By maintaining a long-term relationship with your customers, you will gain an understanding of the customer-specific solution, usage trends, overall technical environment, and pain points. You will use this knowledge to help customers achieve maximum value out of the ARIC solution and to proactively support your customers by delivering and managing the resolution of complex issues and orchestrating Featurespace teams to ensure success and technical health of our customers.
Day to Day
- Be the internal champion and advocate for the customer to aid the resolution of customer issues through coordination of efforts among Featurespace’s internal teams (technical support, customer success, engineering, and leadership teams)
- When necessary, be ready to dig in to assist in addressing customer issues alongside Featurespace Support Engineers
- Use the knowledge of your customers to help Support Engineers and Delivery teams in better assisting your customers by running training sessions and contributing to documentation
- Influence the roadmap of Featurespace products by leveraging the knowledge of your customers’ solutions, environments and use cases
- Perform QBRs with customers in conjunction with Customer Success to review service levels, usage metrics and customer operational performance
- Help to educate your customers on best practices for using Featurespace platform
- Conducting regular Technical Reviews and maintaining health report of each platform, considering any alarming trends that might indicate resource limitations or other undiscovered issues, outages and critical issues, and ongoing projects
- When needed, recommend proactive measures to help customers avoid issues and to ensure customer success (e.g., work orders, professional services engagements, training sessions, etc.)
- Communicate customer needs to our Customer Success team
- Understanding the customer requirements and deliverables and help creating comprehensive Statement of Work (SOW) for new Work Orders
- Learn and keep up-to-date on the latest product features, functionality, dependencies, underlying architecture and their operational impact