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Openings >> Enterprise CSA
Enterprise CSA
Title:Enterprise CSA
Department:Customer Success
Location:India - Bangalore or Ahmedabad
Enterprise Customer Success Advocate

As a customer success advocate, you will be part of a small, highly skilled team responsible for delivering superior 24x7 service and support to Milestone’s enterprise customers globally. If you are highly energetic, have a passion to help global customers possess excellent written and oral communication skills, along with solid technical/programming capabilities, we have an exciting role for you.

Primary Responsibilities

•    Provide superior service and support to Milestone’s largest global customers
•    Interact with customers via phone and email to understand their specific requirements
•    Program and QA minor changes to customer websites per customer requirements
•    Answer questions and queries customers have regarding Milestone’s products and services
•    Coordinate projects including new website onboarding, site development, and communication with the customer at various stages of projects
•    Troubleshoot and fix issues with the customer’s website infrastructure 
•    Provide ongoing, regular updates to customers to keep them appraised of progress toward solution
•    For more complex requirements, escalate to the next level to get issues addressed, while maintaining ownership of the ticket and communication with customers
•    Work cross-functionally with Milestone's customer success managers, programmers, and product team to identify and prioritize issues and enhancements which need to be taken up by the Product Team to improve UX and CMS usability to minimize required support
•    Document each customer interaction using both internal and external ticket management systems
•    Focus on achieving customer’s expected outcomes leading to highly satisfied customers
•    Meet or exceed internal and external service level agreements (SLA) 
•    Support team members when necessary

Required Skills/Experience 

•    2 - 3 years in front end programming building websites including HTML, CSS, Javascript, testing/debugging, and browser tools
•    Strong customer empathy and customer handling skills; ability to understand and resolve challenges quickly and professionally
•    Excellent written and oral communication skills (English)
•    Exceptional interpersonal skills 
•    Self-starter and ability to prioritize tasks, requiring minimal monitoring, guidance and follow up once comfortable in the role
•    Analytical problem solver with critical thinking capability 
•    Organized, efficient and effective with strong capability to multi-task
•    Attention to detail; focus on accuracy and efficiency
•    Bachelor’s degree in Technology, preferably Computer Science
•    Ability to work during US working hours (Eastern Standard Time preferred)

Preferred Knowledge, Skills, Abilities, And Background

•    Experience in working with international customers especially in North America 
•    Exposure to digital marketing would be a plus
•    Familiarity with CRM or incident tracking and management systems, especially Jira and Salesforce
•    Experience in a start-up company or a multi-national company
•    Experience working in hospitality and/or restaurants a definite plus
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