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Openings >> Enterprise Customer Success Advocate (Night Shift)
Enterprise Customer Success Advocate (Night Shift)
Summary
Title:Enterprise Customer Success Advocate (Night Shift)
ID:768
Department:Customer Success
Location:India - Bangalore
Description

Job Title: Enterprise Customer Success Advocate
Location: Bangalore, India
Timings: 9:00 PM To 6:00 AM IST (Night Shift)

Job Summary:

As a Enterprise 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 on-boarding, 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 them 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 and 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
  • Excellent written and oral communication skills
  • Excellent interpersonal skills
  • Analytical problem solver with critical thinking capability
  • Strong capability to multi-task
  • 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 ZenDesk
  • Experience in a start-up company or a multi-national company
  • Experience working in hospitality and/or restaurants a definite plus


About Milestone:

For over 20 years, Milestone has been a leading provider of digital marketing software and services for location-based businesses. Over 2,000 companies in Hospitality, Retail, Financial Services and Automotive industries rely on Milestone to power their digital marketing strategies. Milestone has garnered over 500 awards, has been short listed 3 consecutive years for the US Search awards and won Search Engine Land's prestigious "Best overall SEO-SEM campaign" in 2018. Milestone has gained a reputation for blending outstanding digital marketing expertise with advanced technological capabilities and is one of Silicon Valley Business Journal's fastest growing companies and an Inc. 5,000 company.



Top Reasons to work for Milestone:

  • Work in an innovative digital marketing software + services organization
  • Great place to learn with phenomenal growth opportunity
  • Stable and rapidly growing company
  • Opportunity to work with a fun, amazing and talented team
  • Great benefits – Mediclaim and paid holidays (per year)
  • Exciting and innovative work environment
  • Employee referral incentive program

 

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