Job Requirements
The consultant shall provide support and capacity to the Observability Tracing Squad Product Owner.
Key Responsibilities
- Own the end-to-end customer relationship, including onboarding, implementation, training, adoption, retention, and satisfaction.
- Build trusted and strategic relationships with customers to ensure the continued value of products and services.
- Develop and maintain customer success strategies, best practices, and customer support content in collaboration with the creative team.
- Communicate effectively with internal and external senior managers to understand customer needs, maximize retention and growth, and share learnings.
- Maintain customer success metrics and data as directed.
- Serve as the primary day-to-day contact for customers, building trust and rapport while identifying opportunities, highlighting best practices, and documenting findings.
- Review the customer journey and take a consultative approach to help clients overcome challenges and achieve their goals.
- Facilitate communication and workflows among project team members, including third-party service providers, to ensure timely deliverables.
- Collaborate with team members to develop strategies, resolve issues, and prepare for upcoming client meetings.
- Prepare documentation and visual presentations of performance metrics, analyze trends, and identify areas for improvement.
- Work with the fleet leadership team to increase customer referrals and develop case studies.
- Apply a basic understanding of observability concepts and Linux environments to support technical troubleshooting.
- Assist customers with application instrumentation to enable the transmission of telemetry data to observability tools.
- Maintain technical documentation in internal team repositories and user-facing documentation.
Required Skills and Qualifications
- 3–5 years of experience in customer success.
- Strong verbal and written communication skills.
- Experience in strategic planning and project management.
- Analytical and process-oriented mindset.
- Ability to work effectively across multiple departments in a deadline-driven environment.
- Active team player with a self-starter attitude and the ability to multitask and adapt to changing priorities.
- Basic understanding of observability concepts.
- Basic experience working in Linux environments.
- Ability to assist with technical troubleshooting and application instrumentation.
Preferred Skills and Qualifications
- Bachelor's degree or equivalent qualification in Computer Science, Communications, or a related field.
- Knowledge of Jira.
- Prior relevant experience in customer success, technical support, or observability-related environments.
