• Possess a deep understanding of all Relyance AI products and services, actively contributing to best practices for their implementation in both internal and customer-facing knowledge bases.
• Proactively drive interactions, collaboration, and action plans to capture, report on, and increase product adoption.• Regularly participate in and contribute to Product Voice of Customer initiatives, manage critical escalations, perform Root Cause Analyses (RCAs), identify preventative/improvement measures, implement corrective actions, and measure results.• Effectively collaborate with various internal stakeholders, including Customer Support, Customer Success, Engineering, Product Management, and Account Management, to deliver a seamless customer experience.• Demonstrate working knowledge of incident, problem, and release management processes and procedures, with the ability to follow standard support practices.• Thrive in a fast-paced environment with tight schedules, consistently working to minimize problem impact on customers.• Possess the ability to generate and analyze data, subsequently creating actionable plans based on insights.What were Looking for (Minimum Qualifications)• 8 years of experience in customer-facing roles with a blend of technical expertise and account management• Demonstrated experience in product feature implementations and best practice adoption• Hands-on experience with APIs• Experience with data and application Security.• Experience with protocols such as HTTP, SSL, SAML, and OAuthWhat Will Make You Stand Out (Preferred Qualifications)• Experience in running discovery discussions, building high-level/low-level design's and familiarity with managing large-scale deployments or migrations• In-depth understanding of enterprise data security and GRC policies and posture.• Strong understanding of API design principles, especially RESTful services.
Experience with testing tools such as Postman or SoapUI• Experience with open-source system administration and authentication protocols like SAML, LDAP, and OAuth
