NetBrain Technologies

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Associate Customer Success Manager

Associate Customer Success Manager

Job Locations 
US-MA-Burlington
Category 
Customer Service/Support
Type 
Regular Full-Time

More information about this job

Company Summary

team photo

 

NetBrain is the market leader disrupting the network automation space. Our ground-breaking automation platform leverages the power of dynamic maps to provide CIOs and network teams with end-to-end network visibility while enabling adaptive automation across the organization’s physical, virtual and software-defined networks. Today, over 1,500 of the world’s largest enterprises and managed services providers leverage NetBrain’s platform to automate network documentation, troubleshooting, and change management. 

 

“NetBrain’s success is due to our people, and over the years, we have been fortunate to attract top talent because of our unique culture and exciting mission to transform the network management industry.” - Lingping Gao, Chairman and Chief Executive Officer of NetBrain

Overview

The Customer Success Associate will be responsible for fostering and maintaining relationships with NetBrain customers. 

Responsibilities

  • Help customers to maximize the value of NetBrain solutions by coordinating technical support and helping to communicate new features/benefits of our software
  • Serve as 1st-level response to customer support inquiries by phone and email
  • Escalate unresolved support cases to engineering team as needed and coordinate resolutions
  • Serve as 1st- level response to customer support inquiries regarding licenses
  • Serve as 1st-level response to education inquiries by email. 
  • Report customers and prospects that attend our daily free trainings to the education team and other management
  • Responsible for assigned customer onboarding, including initial kickoff meeting, implementation updates, and monitoring of issues that occur during onboarding
  • Build and maintain strong relationships within assigned accounts

Qualifications

  • Proven customer service experience in a corporate setting
  • Strong written and verbal communication skills
  • Professional phone demeanor and outgoing personality
  • Excellent multitasking and project management skills
  • Must be proficient in Excel and able to conduct basic data analysis
  • Well-organized and with a high attention to detail
  • Technology enthusiast, want to be around technology