Customer Success Guide/Agents

Siri InfoSolutions Inc; Milford (OH); On-site; USD 55,000 - 90,000; Full time

Job summary

Siri InfoSolutions Inc in Milford, OH is seeking a Customer Success Guide/Agent with 2–4 years of experience to deliver exceptional customer experiences. You will handle inquiries across voice, chat, and email, onboarding and product adoption, and drive adoption of enterprise software while maintaining high satisfaction.

The role emphasizes structured problem solving, effective communication, and the ability to translate technical concepts for non-technical audiences.

Qualifications

• Graduate degree or equivalent practical experience in customer success, customer support, or a related field.
• Undergraduate degree with minimum 18 months of relevant experience also considered.
• English: CEFR B2 or higher (mandatory); C1 preferred
• Strong customer centric mindset with high ownership

Responsibilities

• Serve as the first point of contact for customer inquiries across voice, chat, and email channels.
• Resolve customer issues at the first point of contact wherever possible, leveraging product knowledge and troubleshooting skills.
• Support customers with onboarding, service activation, and ongoing product adoption.
• Provide guidance on account access, subscription plans, licenses, upgrades, downgrades, and add on features.
• Capture and relay customer feedback, feature requests, and recurring issues to internal teams.
• Identify opportunities to improve customer satisfaction, retention, and product usage.
• Recommend relevant upgrades or complementary solutions based on customer needs and usage, while maintaining a customer first approach.
• Participate in consultative conversations aligned to customer goals and outcomes.

Skills

Customer-centric mindset

Communication skills

Plain-English explanations

Analytical thinking

Problem solving

Education

Graduate degree or equivalent in customer success/support

Undergraduate degree with 18 months relevant experience

Tools

ServiceNow

Job description

Customer Success Guide/Agents

Milford, OH | 2 - 4 years of experience

Duration: Full Time

Job Description

Role Overview

The Customer Success Guide plays a key role in delivering exceptional customer experiences by providing timely support, product guidance, and adoption best practices to global customers. This role blends customer support, problem resolution, technical expertise and consultative guidance to ensure customers realize maximum value from enterprise software solutions while maintaining high satisfaction and loyalty.

Key Responsibilities

Customer Experience & Support

• Serve as the first point of contact for customer inquiries across voice, chat, and email channels.
• Resolve customer issues at the first point of contact wherever possible, leveraging product knowledge and troubleshooting skills.

Product Guidance & Adoption

• Support customers with onboarding, service activation, and ongoing product adoption.
• Provide guidance on account access, subscription plans, licenses, upgrades, downgrades, and add on features.
• Help customers understand product capabilities and best practices to maximize value.
• Capture and relay customer feedback, feature requests, and recurring issues to internal teams.

Customer Growth & Retention

• Identify opportunities to improve customer satisfaction, retention, and product usage.
• Recommend relevant upgrades or complementary solutions based on customer needs and usage, while maintaining a customer first approach.
• Participate in consultative conversations aligned to customer goals and outcomes.

Key Competencies

• Strong customer centric mindset with high ownership
• Excellent verbal and written communication skills
• Ability to simplify technical information for non technical audiences
• Structured problem solving and analytical thinking

Technical Competencies

Platform & Product Expertise

• Proficiency with SaaS platforms and enterprise software ecosystems
• ServiceNow platform knowledge (or demonstrated ability to rapidly acquire platform expertise)
• Experience integrating and leveraging AI tools to enhance customer workflows and outcomes

Below capabilities would be a plus

• Certified System Administrator (CSA)
• ITIL Foundation Certification
• Understanding of enterprise software deployment methodologies, change management, and adoption

Education & Experience

• Graduate degree or equivalent practical experience in customer success, customer support, or a related field
• Undergraduate degree with minimum 18 months of relevant experience also considered

Language Proficiency

• English: CEFR B2 or higher (mandatory); C1 preferred