- Senior
• Possess a deep understanding of all Relyance AI products and services, actively contributing to best practices for their implementation in both internal and customer-facing knowledge bases.
• Proactively drive interactions, collaboration, and action plans to capture, report on, and increase product adoption.
• Regularly participate in and contribute to Product Voice of Customer initiatives, manage critical escalations, perform Root Cause Analyses (RCAs), identify preventative/improvement measures, implement corrective actions, and measure results.
• Effectively collaborate with various internal stakeholders, including Customer Support, Customer Success, Engineering, Product Management, and Account Management, to deliver a seamless customer experience.
• Demonstrate working knowledge of incident, problem, and release management processes and procedures, with the ability to follow standard support practices.
• Thrive in a fast-paced environment with tight schedules, consistently working to minimize problem impact on customers.
• Possess the ability to generate and analyze data, subsequently creating actionable plans based on insights.
What were Looking for (Minimum Qualifications)
• 8 years of experience in customer-facing roles with a blend of technical expertise and account management
• Demonstrated experience in product feature implementations and best practice adoption
• Hands-on experience with APIs
• Experience with data and application Security.
• Experience with protocols such as HTTP, SSL, SAML, and OAuth
What Will Make You Stand Out (Preferred Qualifications)
• Experience in running discovery discussions, building high-level/low-level design's and familiarity with managing large-scale deployments or migrations
• In-depth understanding of enterprise data security and GRC policies and posture.
• Strong understanding of API design principles, especially RESTful services. Experience with testing tools such as Postman or SoapUI
• Experience with open-source system administration and authentication protocols like SAML, LDAP, and OAuth
