Customer Success Executive

Role Summary:
We are seeking a dual-role Customer Success Executive who will be the voice and face of Advanced MSP. In this role, you will not only handle inbound queries and troubleshoot issues but also proactively ensure our clients achieve their desired outcomes using our tools and systems. You will
/experience.

• Call Center & Technical Support
o Serve as the first point of contact for inbound calls, emails, and chat queries from global
clients regarding Advanced MSP solutions.
o Troubleshoot basic to intermediate technical issues related to our platforms, services, and
tools.
o Log, track, and manage tickets in our CRM/View360 system, ensuring timely resolution and
clear communication.
o Escalate complex technical issues to L2/L3 support or engineering teams with detailed
documentation.
• Customer Success
o Proactively monitor customer health scores and usage metrics to identify at-risk accounts or
upselling opportunities.
o Conduct regular check-in calls with assigned clients to gather feedback, review performance,
and ensure satisfaction.
o Collaborate with internal teams (Sales, Engineering, Billing) to resolve customer issues
holistically.
o Assist in translating or localizing support documentation if additional language skills are
applicable.
• Continuous Improvement
o Gather feedback from customers regarding our tools and processes and report these insights
to the product team.
o Maintain a "fast-learner" mindset to stay updated on all new Advanced MSP product releases
and industry trends.
语言要求：English (Good)