Field Service Executive (Video Analytics)

Must have class 3 Driving license

Responsibilities:

1. 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 products and technologies.
   - Ensure customer satisfaction and retention.
   - Monitor and report on key customer success metrics.
   - Willingness to travel to customer sites as required.
2. Physical Deployment of Video Analytics solutions:
   - Deliver and install hardware to integrate Video Analytics solutions into customers' workflows and systems.
3. Troubleshooting:
   - Troubleshoot and resolve technical issues to ensure customer satisfaction.
4. Platform Administration:
   - Provide comprehensive support for the web dashboard and mobile applications, including user account creation, site creation, and troubleshooting.
5. 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 the technology team.
6. Documentation:
   - Contribute to the development of customer success processes, blueprints, and best practices as the team evolves.
7. Mentor for Interns:
   - Provide guidance to interns on efficient and effective practices in daily tasks.
   - Impart knowledge and experience in the implementation of Video Analytics solutions and customer management to ensure customer satisfaction.
8. Keeping current:
   - Stay informed about the latest industry trends and technologies to enhance customer success strategies.

Requirements:

1. Willingness to learn
2. Demonstrated resilience learning/executing
3. Demonstrated experience in a customer success or account management role.
4. Proven background in technical support roles.
5. Knowledge of Computer Vision or Video Analytics or IP camera technologies and platforms is a great plus.
6. Excellent communication, interpersonal, and problem-solving skills.
7. Project management and organizational skills.
8. Familiarity with Project Management software (like Jira, Confluence) and customer success metrics.
9. A service mindset with a passion for working with technical customers.
10. Customer-first mentality with a high dose of empathy.
11. Self-starter, growth mindset, and able to work cross-team.