- Conduct Customer Success Sessions to:
- Resolve client issues and ensure their needs are addressed.
- Identify opportunities for increased ROI through feature adoption and integrations.
- Onboard or offboard client team members from Support Portal as required.
- Gather data on solution usage, track feature requests, and monitor licensing needs.
- Collaborate with internal teams (e.g., Professional Services, Technical Support, Sales Engineer, etc.) to escalate issues and connect clients with the appropriate SME.
- Document client interactions, update CRM records, and manage tasks across ticketing systems and other collaboration tools.
- Assist clients who opted for DIY implementation by providing proactive guidance and support.
- Monitor and address trends in client feedback, escalating concerns and opportunities for improvement as necessary.
- Contribute to process improvements by sharing insights, best practices, and developing client resources.
- Provide clear and professional communication to clients during engagements, primarily via phone and virtual meetings.
REQUIREMENTS/QUALIFICATIONS
- Demonstrated ability to learn and apply new tools or strategies quickly.
- Strong interpersonal and communication skills with a client-first approach.
- Ability to manage multiple client interactions and prioritize tasks effectively.
- Comfort working primarily on the phone and via virtual meeting platforms.
- Eagerness to learn new systems and adapt quickly to changing priorities.
- Familiarity with customer support or ticketing platforms (e.g., Freshdesk, Jira) and collaboration tools (e.g., Microsoft Teams, Zoom).
- Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook.
- Customer service experience preferred, with exposure to customer success a plus.
- Basic understanding of IT or data center operations is a plus.
- Experience working with CRM systems, ticketing tools, or virtual meeting platforms.
- Experience with Sunbird’s DCIM Solution.
- Ability to communicate technical concepts clearly and effectively to non-technical audiences.
- Self-motivated with a strong desire for professional growth.
- Degree not required; equivalent experience will be considered.
ABOUT SUNBIRD
We are all about delighting our clients and live/breathe the end client/user experience
We have amazing PTO Policy that allows you to take care of yourself and your family
We offer medical, dental, vision and life insurance to employees
We believe in collaboration, teamwork, creativity and taking initiative
Interested? Read on for additional details about this opportunity to join our amazing team!
- What is DCIM Software: www.sunbirddcim.com/what-dcim
- What are customers saying about Sunbird: www.sunbirddcim.com/reviews
- Why work at Sunbird: www.sunbirddcim.com/careers
Sunbird is an EEO/AA/ADA/Veterans employer.
Skills Required
- Demonstrated ability to learn and apply new tools or strategies quickly
- Strong interpersonal and communication skills with a client-first approach
- Ability to manage multiple client interactions and prioritize tasks effectively
- Comfort working primarily on the phone and via virtual meeting platforms
- Experience with customer support or ticketing platforms
- Proficiency in Microsoft Office Suite, including Word, Excel, and Outlook
What We Do
Sunbird Software is changing the way data centers are being managed. With a focus on real user scenarios for real customer problems, we help data center operators manage tasks and processes faster and more efficient than ever before, while saving costs and improving availability. We strive to eliminate the complexity they have been forced to accept from point tools and home grown applications, removing the dependency on emails and spreadsheets to transform the delivery of data center services. Sunbird delivers on this commitment with unexpected simplicity through products that are easy to find, buy, deploy, use, and maintain. Our solutions are rooted in our deep connections with our customers who share best practices and participate in our user groups and product development process.
