Technical Customer Solution Manager

Founded in 2016, Katalon is the leading provider of a modern, comprehensive quality management platform. Katalon Platform enables quality assurance, DevOps, and software teams of any size to deliver world-class customer experiences faster, easier, and more efficiently.

Since its first launch, Katalon has experienced tremendous growth, serving more than 100,000 users across 30,000 teams, many of which are in the Fortune Global 500, such as PwC, KPMG, Abbott, etc. Katalon is recognized as a top automation tool by prestigious review sites, such as Gartner, Capterra, and IT Central Station. 

Internal Role Title: Lead Customer Success Manager

Responsibilities

• Own a book of strategic customers, with a focus on building trusted relationships with customers and helping them get the most of their Katalon subscription
• Responsible for onboarding including hosting kick-off calls and check-in meetings and providing...

Are you a technologist at heart, passionate about using technology to help businesses improve their customer experience and efficiency?

Do you enjoy creating solutions for your clients when there seems to be none?

If so, we want you! Join us and use your knowledge and communication skills to help our customers integrate technology effectively into their businesses, enhancing value and efficiency.

Responsibilities

• Lead Technical Customer Support team
• Be expert in our product & solution
• Perform testing, troubleshooting for our Product new releases, changes (Hardware & Software)
• Write technical guide, knowledge base for users
• Handle escalated technical issues, tickets from customers that cannot be handled by CS Reps
• Support Sales in solution discussion with customers
• Create and execute training programs for CS team
• Manage ticketing workflow
• Responsible for CSAT,...