Customer Success Technical Specialist

Role Overview and Goals

The Customer Success Technical Specialist will play a critical role in ensuring the satisfaction and success of our valued customers. Working as part of the Commercial Organization and the newly formed Account Teams structure, your primary responsibility is to serve as a dedicated advocate for our customers. Your primary responsibility is to guide them throughout their journey with our products and services, working closely with our Sales Team and Field Engineers to support customers from the evaluation phase through to successful adoption and long-term satisfaction.

Responsibilities

First Line Case Handling and Support:

• Serve as the first point of contact for customer inquiries, providing timely and accurate assistance across technical installation support, licensing, and compliance-related issues.
• Manage and resolve cases efficiently, collaborating with internal teams to ensure prompt resolutions.
• Address compliance concerns by ensuring customer interactions meet regulatory standards.
• Handle licensing cases to ensure customers have appropriate access to products and services.

Customer Onboarding:

• Facilitate smooth onboarding processes for new customers in the Large and Enterprise segment, guiding them through the initial setup and orientation.
• Identify customer interests and business goals during onboarding to design and schedule tailored training sessions that accelerate product adoption.
• Collaborate closely with Sales, FAEs, and Customer Operations to ensure a smooth handoff and alignment throughout the onboarding process.

Account Teams:

• Serve as a key member of the Account Teams function for the Large & Enterprise segment, acting as a liaison between customers and internal teams.
• Act as the Customer Success point of contact for enterprise and large accounts, ensuring their unique needs are met.
• Build strong relationships with key stakeholders within these accounts, understanding their strategic objectives.

Customer Engagement:

• Proactively engage with customers to understand their evolving needs and challenges.
• Develop and nurture strong customer relationships to foster long-term loyalty and advocacy.

Documentation and Reporting:

• Maintain comprehensive records of customer interactions, feedback, and resolutions.
• Generate regular reports on customer success metrics and provide insights to the management team.

Requirements

• A bachelor’s degree in a relevant field or equivalent work experience.
• Previous experience from customer facing role in the software industry.
• Basic understanding of embedded software development and related tools.
• Conceptual understanding of build engines in connection with command line use (Linux, Windows) and CI setups.
• Knowledge of software licensing techniques.
• Excellent written and verbal communication skills to clearly explain solutions to customers and issues to the development team.
• An independent problem solver who works through problems creatively and doesn’t give up when the answer isn’t immediately clear.
• A team player who knows when to consult team members for assistance and ask for help when needed.
• Ability to understand customer needs and provide them with the right solution from the IAR Solutions suite.
• Fluency in English.

Goals

Onboarding Efficiency:

• Streamline onboarding processes and create a seamless customer experience.

Training Participation:

• Increase customer participation in training sessions to drive product adoption and proficiency.
• Share and gather training insights with internal teams to refine strategies and address common challenges.

Large and Enterprise Account Support:

• Enhance satisfaction for enterprise and large accounts through personalized communication, tailored support, and acting as a trusted post-sales contact.

Reporting & Insights:

• Create quarterly reports highlighting key customer activities, personal goals, and actionable recommendations to support continuous improvement in customer success.
• Identify areas for growth and provide tailored strategies to enhance the customer's overall experience.

Organization/Relations

Internal interactions are primarily within the Commercial Organization, including:

• Sales
• FAEs
• Customer Operations
• Marketing

Note: The responsibilities and goals outlined may be refined collaboratively with the employee to ensure alignment with the company’s evolving needs and strategies.

About IAR
IAR Systems, founded in 1983 in Uppsala, Sweden, and provides world leading software and services that accelerate developer productivity in embedded development and embedded security, enabling companies worldwide to create and secure the products of today and the innovations of tomorrow.  

After 40 years in business, our home and heart is still in Uppsala where we started, but we now serve and support our customers globally from 13 offices located in almost every time zone and in key regions. Together, we strive to deliver a secure and intelligent embedded development experience.