Customer Success Representative
About the Company
Arcules is changing the video surveillance market and moving customers to a smarter, more reliable cloud-based solution. Our company is a technology spin out of Canon Inc. and has seed technology from the Milestone video surveillance division. We are targeting mid-market enterprises looking to interconnect their business locations. Our technology brings video and smart building elements together and our analytics help customers make more informed decisions. Our go-to-market strategy leverages systems integration companies to get our solutions to end customers.
Arcules offers excellent benefits, including top-tier PPO & HMO medical plans, four weeks of vacation, three weeks of sick leave, 401(k) plan after three months of employment (4% company match), an on-site gym and game pavilion, an awesome work environment and more.
Location
We are open to remote work for this role (US based).
Schedule
This job is Monday to Friday. This role will normally work Monday to Friday, 9 a.m. to 6 p.m. PT, but this person will need flexibility to work different shifts depending on department needs.
Overview of the Job
The Arcules Customer Success Representative is responsible for developing customer relationships that promote retention and loyalty as well as technical support of our flagship product. This role will work closely with customers to ensure they are satisfied with the services they receive and to work with the product team to improve upon areas of dissatisfaction.
Responsibilities

1. Learn and know the company’s products inside and out; provide technical support to customers 
2. Provide training to partners and end-users on Arcules products
3. Responsible for creating and following policies and procedures that optimize the customer experience.
4. Gather feedback from customers, study other customer success programs and analyze customer data to identify the best practices.
5. Work with the product team to trouble spots in the customer experience and improve them.
6. Help customers plan and understand the best ways to utilize their software or products based on the customer’s business needs or business plans.
7. Educate customers on the flexibility and capabilities of the software so they are encouraged to continue using Arcules services.
8. Other duties as assigned

Minimum Qualifications

1. At least 2 years of customer success experience, providing both verbal and written support
2. Previous experience supporting SaaS/Cloud based applications
3. Previous experience with Access Control Systems such as AXIS, Feenics or similar systems
4. Experience supporting products that require network configuration and connectivity
5. Good understanding of desktop browsers, mobile devices and other iot devices/ products
6. Previous experience in a role that required diagnosing and troubleshooting technical issues
7. Excellent problem solving skills and the ability to work independently

Skills/Training Desired

1. BS degree in Information Technology, Computer Science or relevant field (Preferred)
2. Network video systems (VMS, SaaS) or physical security systems experience a plus