Ailytics Pte Ltd – Customer Success Engineer

Customer Support Engineer (Video Analytics)

Responsibilities:

• Customer and Site Management:
• Act as the primary liaison for customers and sites.
• Conduct maintenance and daily checks on deployments, troubleshoot issues and escalate matters to the CTO.
• Collaborate closely with customers to comprehend their technical needs and provide customized solutions.
• Offer ongoing technical guidance, support throughout the deployments by understanding the users’ pain points and recommending solutions to address them.
• Conduct training sessions and workshops to educate customers on the utilization of Ailytics’ products and technologies.
• Ensure customer satisfaction and retention.
• Monitor and report on key customer success metrics.
• Willingness to travel to customer sites as required.
• Implementation of Video Analytics solutions:
• Lead the implementation and integration of Ailytics’ Video Analytics solutions into customers’ workflows and systems.
• Troubleshooting:
• Troubleshoot and resolve technical issues to ensure customer satisfaction.
• Platform Administration:
• Provide comprehensive support for the web dashboard and mobile applications, including user account creation, site creation, and troubleshooting.
• Cross-functional collaboration:
• Coordinate internal resources to address customer requirements effectively.
• Work collaboratively with internal teams to enhance the overall customer experience.
• Provide constructive product feedback and suggestions to Ailytics’ technology team.
• Documentation:
• Contribute to the development of customer success processes, blueprints, and best practices as the team evolves.
• Mentor for Interns:
• Provide guidance to interns on efficient and effective practices in daily tasks.
• Impart knowledge and experience in implementation of Video Analytics solutions and customer management to ensure customer satisfaction.
• Keeping current:
• Stay informed about the latest industry trends and technologies to enhance customer success strategies.

Requirements

• Demonstrated experience in a customer success or account management role.
• Proven background in software development and/or technical support roles.
• Knowledge of Computer Vision or Video Analytics or IP camera technologies and platforms is a great plus.
• Excellent communication, interpersonal, and problem-solving skills.
• Strong project management and organizational skills.
• Familiarity with Project Management software (like Jira, Confluence) and customer success metrics.
• A service mindset with a passion for working with technical customers.
• Customer-first mentality with a high dose of empathy.
• Self-starter, growth mindset, and able to work cross-team.

Why work at Ailytics?

• Join Ailytics in transforming the industrial sector with AI-powered solutions.
• A fun team to be in, with high standards and a culture of transparency and collaboration.
• Flexible working arrangements such as choice of location, and async work environment.
• Merit-based ESOP (Employee Stock Option Program)
• Constant training and coaching on Video Analytics solutions and its impact.
• Be part of a lean and fast-growing team tackling an ever-expanding market locally and abroad.
• You will be stretched and given career opportunities to grow laterally and vertically.