Our organization is looking for a highly skilled and experienced customer support professional to join our team as a Senior Customer Success Manager. The ideal candidate will have a strong background in troubleshooting complex customer requests, managing the global support queue and backlog, and providing exceptional timely service to our valued customers.
Key Responsibilities
* Respond to incoming telephone calls and initiate cases in Salesforce, identifying customers, populating case details, and confirming data accuracy.
* Monitor the Global Support queue and accept Salesforce cases in priority sequence.
* Troubleshoot customer-reported issues, identify root causes, and provide timely solutions via case updates, calls, or screen-sharing sessions.
Technical Troubleshooting Responsibilities
* Analyze web applications using Chrome Developer Tools (Inspector), review network requests, debug front-end issues, and identify JavaScript or API failures.
* Perform API testing and validation using tools such as Postman or cURL.
In this role, you will leverage your technical expertise, analytical thinking, and customer-focused mindset to deliver high-quality solutions to critical support issues.
You will serve as a trusted technical advisor to customers, collaborating closely with internal teams to diagnose, resolve, and prevent recurring issues.
The successful candidate will have a minimum of 8+ years of customer support experience, preferably in the print industry, with a deep understanding of support operations and troubleshooting methodologies.