Customer Success & Support Consultant

Description

We’re at a turning point in history. Climate change is changing the world faster than ever before. Utilities will play a crucial role in the transformation of our society to fight climate change and become carbon-neutral, while at the same time making sure people and businesses can continue to use energy supply like they’ve been used to for so many years.

At Gorilla, we’re determined to not stay aside, but to make a real impact on the utility industry by providing data services that allow utilities to play the role they need to play in the quest for a net-zero society. By building something that solves a real problem, and by being the best at what we do.

your role

  • You will be the liaison between our customers and our product and delivery teams

  • You support our customers as of go-live of their solution and make sure they can get the maximum value from our product

  • You make sure they consistently and correctly use the product.

  • You guide them through new product releases, helping them shape their business to take advantage of these new features.

  • You give support introductions & regular updates on their product performance.

  • You are proactively finding potential issues and opportunities and you report those to the product team so we can stay ahead of the game.

  • You will pick up their support tickets, gather information, and resolve issues in close collaboration with our engineering or subject matter expert team.

  • You create and maintain excellent standard procedures, meticulous documentation and proper recording of all issues, so you can guarantee SLAs.

  • You’re willing to participate in an on-call schedule for P1 issues after business hours.

  • In our fast-growing environment, you will always be looking to improve and adapt to the best way of working.

your responsibilities

You are responsible for keeping our customers happy in the run-up to and after go-live by understanding their solution, the value our product creates for them and their challenges. A major responsibility is to make sure all support SLAs are met. Beyond that, you consult with our customers on a regular basis to follow up on their needs and wants to make sure they can get the most value out of our products. You proactively prevent issues from being created, by helping them to use the product as intended.

In this role, you’ll work with a small team of passionate engineers, architects, and subject matter experts to serve our customers well. At Gorilla, we do not believe in hierarchy as it slows innovation, which means your voice will be heard and valued. In fact, we believe it is your responsibility to criticize and give feedback as this is what makes us grow.

Gorilla is a startup that is surprisingly well organized for its size, mostly due to the business criticality of our work. As we receive daily benefits from personal development, we strongly encourage it. While we will push you to take responsibility for your growth, we will also give you time to grow.

Requirements

  • You have experience in support or customer success at a B2B software company.

  • Strong organization and communication skills are a must-have.

  • Your English skills are impeccable, other languages are a plus.

  • You value empathy and the ability to build relationships highly.

  • Industry knowledge of the utility industry is a big plus; a passion for data can help if you miss this.

  • You know what a developer needs to quickly analyze and debug an issue, and are excellent debugger yourself in terms of understanding where the actual issue lies (user mistake, misunderstanding, data, product, configuration)

  • You are a quick learner, and can easily digest new information (product & country pack features, project details)

  • You are punctual and organized; you have a keen eye for details.

  • Experience with Atlassian tooling, like JIRA and Confluence, is a plus.

  • You’re an expert in prioritizing and efficient task management.

The benefits

You become part of an ambitious organisation and an enthusiastic team with a mindset to win! As Gorilla is growing at an incredible pace, you can leave your mark – growing alongside Gorilla.

We actively challenge ourselves and our colleagues, in order to always improve our skills, methodology and capabilities. Lifelong learning is essentially embedded in our organisation, and we care about your individual dreams and ambitions, beyond just work.

On top of that, our remuneration approach is clear and no-nonsense, just like our feedback culture and personal development approach. You’ll be able to join a team from wherever you’d like to work – equipped with the best technology for remote work. We’ll provide access to an office space near you whenever you like, as well as frequent travels to meet your colleagues in person, making sure you’ll never feel lonely.

Convinced that this is the job for you?

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