We are seeking a highly motivated and customer-centric
Customer Care (Platform Adoption Specialist) to join our dynamic team to manage our US customers based in our US office in NYC.
As a Customer Care (Platform Adoption Specialist), you will play a crucial role in ensuring a seamless transition and
successful adoption of our platform by our clients and users.You will serve as the
primary point of contact for end-user enablement, issue resolution and platform improvement, helping our clients harness the full potential of our solution.
This role requires exceptional communication abilities, educational skills combined with a passion for data & tech topics and excellent problem-solving skills.
YOUR ROLE :- Primary point of contact for end-user enablement, platform improvement and issue resolution
- Provide exceptional customer service by promptly addressing and resolving client questions, concerns, and technical issues through various channels (e.g., email).
- Conduct thorough training sessions and workshops to educate clients on the platform's features, functionality, and best practices.
- Proactively identify and troubleshoot platform-related issues, working closely with cross-functional teams to provide timely resolutions.
- Collaborate with the product team to gather client feedback, identify areas for improvement, and contribute to the continuous enhancement of our platform.
- Contribute to the creation and improvement of internal processes in coordination with our HQ team in Paris.
- Maintain accurate and up-to-date records of client interactions, support tickets, and issue resolutions in our ticketing system.
YOUR PROFILE :- 2-3 years of experience in a similar role
- Excellent written and verbal communication skills, with the ability to articulate complex concepts in a clear and concise manner.
- Strong problem-solving skills and ability to think critically
- Empathetic and customer-centric mindset with a passion for delivering exceptional customer experiences.
- Team player mindset, sharing best practices internally, ability to find solutions who will benefit to all
- Interest in data management
- Ability to work independently, manage multiple priorities, and adapt to changing requirements in a fast-paced environment.
Recruitment process:- HR interview
- Case study
- Interview with the US team manager (N+2)
- Interview with the direct manager (N+1)
Your working environment:Deepki's teams are dedicated to making an impact by harnessing data to transform the world's most carbon-intensive industry into a force for good for the planet, and creating virtuous real estate.
Our employees are at the heart of everything we do, and we strive to provide a comfortable environment where they can flourish.
- Hybrid Model : Remote working days (4 days/week mandatory at the office in NYC)
- 20 days paid holidays + 5 Sick Days + 10 Public Holidays
- Medical, Dental & Vision Coverage (fully paid by Deepki)
- Pension : 401(k) - Safe harbor plan - 3,5% employer contribution
- International environment
- Access to a language learning platform
- Office in Manhattan's Financial District
Department Customer Success Management Role Customer Care - Platform Adoption Specialist Locations New York Office Remote status Hybrid Yearly salary $75,000 - $90,000 Employment type Full-time
