Technical Customer Success Analyst II

Seagate Technology; California, Fremont (MO, CA); Remote; USD 62,000 - 88,000; Full time

Job summary

An innovative firm is seeking a Customer Success Analyst to enhance B2B customer experiences with their edge-to-cloud storage solutions. In this role, you will assist customers in onboarding, provide technical support, and maintain strong relationships to ensure satisfaction. Your technical acumen and problem-solving skills will be essential in addressing customer needs and gathering valuable feedback for product improvement. Join a dynamic team dedicated to customer success and enjoy comprehensive benefits, including flexible time off and a discretionary bonus program.

Benefits

Medical, Dental, and Vision Insurance

401(k) Plan

Employee Stock Purchase Plan

Paid Time Off

Flexible Time Off

Paid Parental Leave

Health Savings Account

Dependent Care Accounts

Short- and Long-Term Disability Insurance

Discretionary Bonus Program

Qualifications

• Experience in a technical customer success or support role in a B2B SaaS environment.
• Strong verbal and written communication skills to convey technical concepts.

Responsibilities

• Assist with onboarding new B2B customers and provide technical support.
• Maintain positive customer relationships and track key success metrics.

Skills

Technical Customer Success

Communication Skills

Problem-Solving Skills

Organizational Skills

Customer-Centric Approach

Education

Degree in Computer Science

Degree in Engineering

Degree in Information Technology

Tools

CRM Tools

Technical Documentation Tools

Job description

About our group:

Lyve offers a comprehensive, edge-to-cloud storage portfolio, empowering customers to achieve their business objectives. The Customer Success Team is responsible for Customer Onboarding, Adoption, Expansion, Renewal, and Retention. We work closely with cross-functional teams to align customer requirements with engineering direction, product definition, positioning, and lifecycle management.

If you are passionate about customer satisfaction, solving problems, and driving customer success in a B2B environment, then you will fit right in!

About the role - you will:

As a Customer Success Analyst for Lyve, you will play a key role in helping our B2B customers get the most out of Lyve. Your passion for customer success, combined with the ability to learn and apply technical skills, will help ensure customers are onboarded successfully and supported throughout their journey with our product.

• Customer Onboarding: Assist with onboarding new B2B customers, helping them integrate and set up the product within their workflows.
• Technical Support & Troubleshooting: Provide day-to-day technical support to customers by diagnosing basic issues and helping to resolve common problems. Work alongside the technical team for more complex issues.
• Customer Training & Education: Assist in the creation and delivery of training materials and resources, helping customers improve their understanding of the product and its features.
• Relationship Management: Maintain positive customer relationships and ensure that customers are engaged and satisfied with their experience.
• Escalation Management: Support the team in handling escalated issues by working closely with Product, Engineering, and Operations teams to resolve challenges promptly and effectively.
• Product Feedback: Help gather feedback from customers and share insights with internal teams to assist in improving our product and services.
• Proactive Account Health Management: Monitor customer accounts and identify early signs of potential issues. Work proactively with customers to prevent churn and ensure satisfaction.
• Reporting & Metrics: Track key customer success metrics, report on progress, challenges, and opportunities for improvement.
• Cross-Functional Collaboration: Work alongside Product, Engineering, and Operations teams, learning about the broader customer experience and contributing to improving processes.

About you:

• Experience in a technical customer success, technical support, or solutions engineering role, ideally within a B2B SaaS environment.
• Technical Acumen: A solid understanding of APIs, software integrations, and cloud technologies is beneficial, with a willingness to learn more about these areas on the job.
• Communication Skills: Strong verbal and written communication skills. Ability to simplify and explain technical concepts to customers with varying levels of technical knowledge.
• Customer-Centric: Eagerness to build relationships with customers and a desire to help solve their problems. A passion for customer satisfaction and ensuring they have a positive experience with our product.
• Problem-Solving Skills: Excellent analytical and troubleshooting skills, with the ability to approach challenges methodically and learn from others.
• Organizational Skills: Ability to manage multiple tasks or customer accounts simultaneously, demonstrating attention to detail and adept time-management skills.

Your experience includes:

• Tools & Technologies: Familiarity with CRM tools and technical documentation tools.
• Education: A degree in Computer Science, Engineering, Information Technology, or a related technical field or equivalent experience.

Location:

Remote United States; #LI-Remote

Seagate is able to offer virtual employment for this position in the following states: AL, AZ, CA, CO, CT, FL, GA, ID, IL, IN, KS, KY, MA, MD, MI, MN, MO, NC, NH, NJ, NM, NY, NV, OH, OK, OR, PA, SC, SD, TN, TX, UT, VA, WA, WI, WY.

The estimated base salary range for this position is $62,000 - $88,000. The individual salary is based on work location and additional factors, including job-related skills, experience, and relevant education or training.

Seagate offers comprehensive benefits to its eligible employees, including, but not limited to, eligibility to participate in discretionary bonus program, medical, dental, vision, and life insurance, short-and long-term disability, 401(k), employee stock purchase plan, health savings account, dependent care, and healthcare spending accounts. Seagate also offers paid time off, including 12 holidays, flexible time off pursuant to Seagate policy, a minimum of 48 hours of paid sick leave, and 16 weeks of paid parental leave. The benefits for this position are based on a full-time schedule for a full calendar year and may differ depending on work location.

Location: Remote United States
Travel: Up to 10%