Technical Success Analyst

Summary

Join Voyc as a Technical Success Analyst (TSA) and play a crucial customer-facing role ensuring successful implementation and adoption of our AI-powered call monitoring software. Partner with the Technical Success Manager to guarantee client success, from onboarding to ongoing platform use. You will customize reports and solutions tailored to customer needs, configure integrations, and act as a technical advisor. Translate customer needs into solutions, leverage Voyc's expertise to ease customer burdens, and understand customer processes to suggest improvements. Build applications and scripts to enhance customer experience, document features, analyze product malfunctions, and update internal databases. Share feature requests and workarounds with the team, effectively communicate client needs to developers, and contribute to product enhancement. This role requires strong analytical, problem-solving, and communication skills, along with the ability to manage multiple projects independently.

Requirements

• Understanding of complex enterprise solutions
• Familiar with SaaS technologies
• Understanding of APIs
• Ability to forge strong, long-lasting relationships with customers
• Ability to creatively explain and present complex concepts in an easy-to-understand manner
• Solid technical background with understanding and/or hands-on experience in data integrations
• Curious and proactive in nature
• Passionate about making customers successful
• Great report writing (storytelling)
• Strong analytical, problem-solving, and communication skills
• The ability to work independently and manage multiple projects at the same time
• BA/BS degree or equivalent, preferably in Computer Science

Responsibilities

• Partner with the Technical Success Manager to ensure client success from onboarding to continued adoption of the platform
• Customise reports, insights, and design solutions tailored to customer use cases and needs
• Partner with customers in configuring out-of-the-box integrations
• Actively working as a technical advisor for any queries related to either out-of-the-box or custom solutions
• Successfully translate customer pains/requirements to proposed solutions and implement the proposed solutions
• Leveraging Voyc's specialised knowledge and skills to alleviate pressure on customers
• Understanding customer internal processes in detail and seeking improvement and optimisations in the provided solution
• Building applications and/or scripts to enhance customer experience
• Documentation of features for end-users
• Analyse and report product malfunctions (for example, by testing different scenarios or impersonating users)
• Update our internal databases with information about technical issues and useful discussions with customers
• Share feature requests and effective workarounds with team members
• Effectively communicate client needs to our developer teams for future product enhancement

Benefits

• A market-related salary
• Caring, growth-focused team culture
• Flexible working hours
• Remote work
• Forward-thinking leave policies
• Company-sponsored lunches, travel and learning opportunities
• An inclusive & representative workplace