In this role, you will serve as a crucial link between MixRank and our valued enterprise customers, managing daily interactions with key accounts. The Technical Support Executive is responsible for addressing all customer queries and proactively communicating about new products, updates, and resolutions to issues. You will also work closely with Engineering team to identify upsell and cross-sell opportunities, as well as handle renewals for our enterprise clients.
This is a fully remote position with working hours aligned with the Pacific Standard Time (PST) zone.
Key Responsibilities:
- Facilitate the onboarding of new customers and maintain a detailed knowledge base.
- Use SQL queries to efficiently resolve common customer issues.
- Become proficient in understanding client-specific use cases and database configurations.
- Act as the primary point of contact for customer escalations and communications.
- Develop and manage customer health scores to support the sales team in predicting renewals and assisting with other sales activities.
Qualifications:
- Excellent communication skills, both verbal and written.
- Strong proficiency in SQL and a thorough understanding of database systems.
- Demonstrated ability to handle client escalations and be the main point of contact for communications.
- Experience in project management, including the ability to effectively allocate engineering resources and prioritize tasks such as requests and bug resolutions.
- A natural ability to learn independently and a robust sense of responsibility.
Why work at MixRank
MixRank is a data intelligence platform that's backed by YCombinator, 500 Startups, Mark Cuban, and other Silicon Valley investors. Founded in 2011, we started off crawling websites and apps trying to decode tech stacks and what tools/products companies use. Fast-forward to today, we're now among the top data providers in the world. Our ultra-high frequency datasets make their way into Fortune 500 companies, leading sales intelligence platforms & recruitment solutions, venture capital, private equity and public market firms. Our customers are highly data-driven, and are experts at handling billions of records of data. We help provide a world-class data experience, and help our customers focus on their customer experience and outcomes, while we focus on ensuring instant and constant access to high quality, highly refreshed data. We've been a 100% globally distributed company since 2018, spanning 14+ countries. We've been growing consistently 50% year over year the last 5 years. We're not a rocketship nor are we building things at hyperscale. Our focus is on making sure we're doing what's best by our customers, investors, and employees, while building a long-lasting business that teammates that join us would consider investing their life's work into. We offer competitive salaries and remote work benefits, prefer asynchronous communication, and offer a healthy work culture.