As a Support Professional at Ontic, you'll interact directly with clients to ensure they have an amazing experience using the Ontic platform. You will resolve incoming issues and proactively engage users, serving as the technical liaison between Success and Product to improve our product. Daily tasks include maintaining support tickets, managing client requests, and creating support documentation.
Drive adoption, retention, and engagement across a high-volume portfolio of small to mid-sized customers. Balance automation, data insights, and human touch to deliver exceptional outcomes. Own the customer journey across onboarding, adoption, risk mitigation, and renewals for hundreds of accounts, working to maximize usage and ensure customers derive ongoing value from Spellbook.
Manage the customer life cycle for our largest customers and be responsible for key metrics such as Customer Health, Retention, and Expansion. Become a trusted partner to customers, understand their needs, and help them achieve their goals. Engage as a mentor across the wider Customer Success team and serve as a key voice of our customers to our internal teams. Maintain impeccable records in our Customer Success software and actively engage with customers to assess their priorities.
Manage a portfolio of accounts and lead both adoption and renewal activities to ensure long-term success. Work collaboratively with internal teams to understand customer needs, identify growth opportunities, and proactively manage risk. Be accountable for securing renewals, supporting adoption strategies, and serving as a point of escalation when necessary.
Manage the full lifecycle for existing customers within EasyLlama’s Commercial and Enterprise customer base. Ensure customers are properly transitioned to onboarding and introduced to Support functions, are getting the maximum value from EasyLlama, and are aware of new features and offerings. Build a deep understanding of the EasyLlama product and showcase your strong problem-solving skills to address customer challenges promptly and creatively.
The Experience Partner 2 manages a portfolio of mid-tier clients across the full customer lifecycle, participating in pre-sales discovery, leading implementation coordination, and ensuring long-term client success through strategic engagement and growth planning. This role requires a balance of consultative client management and cross functional collaboration.
Our expectation of this role is that you lead the way in assisting our clients via our chat/email support channel and assist with processes that give customers the best possible support experience. You’ll quickly establish yourself as a key contributor within 6 months. You’ll need to know things to maintain a deep understanding of our product offerings.
As a Customer Support Engineer, you’ll be the friendly, knowledgeable face of Prodly for our users, helping troubleshoot technical issues, create resources to make products easier to use, and work closely with Customer Success, Product, and Engineering teams.
The Customer Success Engineering role is demanding and requires strong organizational skills and an ability to multitask, you'll work directly with all users to ensure they can get the most value from the platform. This role provides broad exposure across the organization, it's perfect for strong team players that want to have impact across the company and with customers.
Deeply understand Canary’s products to effectively communicate their value to clients, lead onboarding, and drive customer value by understanding client goals. Build strong relationships with stakeholders, identify growth opportunities, and act as a trusted advisor. Own a book of business and proactively identify growth opportunities, partnering with Sales to expand it.