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Tymely develops an AI solution (based on NLP) that automatically handles customer support emails (e.g. “I’d like to exchange the size of my pants”) with a human-level accuracy, and sets a new standard for customer service. We are looking for our very first Head Customer Success! This is a hands-on position, with the potential growth of a future team. As the Head of Customer Success , you will be responsible for managing all aspects of the customer lifecycle from running the pilot, through onboarding, day-to-day customer management to cross-sell and upsell.
*  End-to-end ownership of customer onboarding projects
*  Work with enterprise clients directly, providing monthly and quarterly reviews, periodical reporting and product education
*  Establish trusted advisor relationships with our customers, by providing the customer with best practices on how to use our products, and building strong and lasting relationships with stakeholders on the customer side at various levels
* Set and implement Tymely's customers success methodologies and processes - onboarding and product training of new customers, and overall responsibility for ongoing customer health, growth, and satisfaction.
* Deeply understand Client’s service-flows, policies and system behavior, and then translate them into automated workflows, using the support of our analysts and R&D.
* Understand Client’s business objectives, KPIs, and challenges, and tailor our solution to address them
* Act as an advocate for client interests, sharing customer feedback with internal teams to ensure successful onboarding and ongoing customer value
*  Increase the retention and growth through successful renewals and expansion of usage across our customers
*  Understand the market trends and always keep up to date with the latest news and developments impacting our industry

A modern, full-stack observability platform transforming how businesses process and understand their data. Our unique architecture powers in-stream analytics without reliance on expensive indexing or hot storage. We specialize in comprehensive monitoring of logs, metrics, trace and security events with features such as APM, RUM, SIEM, Kubernetes monitoring and more, all enhancing operational efficiency and reducing observability spend by up to 70%.
We are looking for a Technical Support Engineer to join our highly experienced global team.
The Technical Support Engineer role embodies the critical intersection of technical expertise and a focus on customer satisfaction.
This role is tasked with helping customers with giving answers to technical questions, solution architecture, and ensuring successful adoption of the Platform.
Responsibilities:
Serve as our customers single point of contact for any tech-related matters
End to End ownership of customer support case from opening until closure ensuring customer satisfaction
Establish relationships and engage with technical counterparts to drive product adoption and expansion
Train and coach customers to a successful onboarding process and ongoing usage
Advocate internally for customer needs be the technical voice of the customer within Contribute to our knowledge base by creating documentation, video tutorials, and predefined answers to common issues
Prioritize and manage several open issues at one time
Properly escalate unresolved issues to appropriate internal teams