Customer Success Staff Analyst

Lyve offers a comprehensive, edge-to-cloud storage portfolio, empowering customers to achieve their business objectives. The Customer Success Team is responsible for Customer Onboarding, Adoption, Expansion, Renewal, and Retention. We work closely with cross-functional teams to align customer requirements with engineering direction, product definition, positioning, and lifecycle management.

If you are passionate about customer satisfaction, solving problems, and driving customer success in a B2B environment, then you will fit right in!

As a Customer Success Staff Analyst for Lyve, you will be responsible for ensuring that B2B customers achieve their goals by utilizing Lyve to its full potential. Your technical expertise combined with excellent communication skills will help our customers navigate product integrations and maximize the value they derive from our solutions.

* Customer Onboarding: Lead technical onboarding processes for new B2B customers, ensuring smooth integration and setup of our product within their existing workflows.

* Technical Support & Troubleshooting: Provide high-level technical support to customers, diagnosing and resolving issues related to the product and offering solutions or workarounds.

* Customer Training & Education: Conduct training sessions and create knowledge resources for customers to improve their technical understanding and enable them to maximize product usage.

* Relationship Management: Develop and nurture long-term relationships with customers, acting as their trusted advisor, understanding their business needs, and ensuring product adoption.

* Escalation Management: Manage escalated technical issues by working closely with product, engineering, and support teams to resolve challenges promptly and effectively.

* Product Feedback: Gather and relay customer feedback and technical insights to internal teams (e.g., Product, Engineering) to influence product development and improvements.

* Proactive Account Health Management: Monitor customer accounts and identify early signs of potential issues. Work proactively with customers to prevent churn and ensure satisfaction.

* Reporting & Metrics: Track key customer success metrics report on progress, challenges, and opportunities for improvement.

* Cross-Functional Collaboration: Work closely with Product and Engineering teams to align on customer goals and ensure a seamless customer journey.

* Experience: Significant experience in a technical customer success, technical support, or solutions engineering role, preferably in a B2B SaaS environment.

* Technical Expertise: Solid understanding of APIs, software integrations, and cloud-based technologies. Hands-on experience with troubleshooting and technical problem-solving.

* Communication Skills: Strong verbal and written communication skills. Ability to explain complex technical concepts in a clear and concise manner to both technical and non-technical stakeholders.

* Customer-Centric: Demonstrated ability to build relationships and trust with customers. Proven track record in managing client expectations and ensuring customer satisfaction.

* Problem-Solving Skills: Excellent analytical and troubleshooting skills, with the ability to think critically and approach challenges methodically.

* Project Management: Strong organizational skills and the ability to manage multiple customer accounts simultaneously while maintaining attention to detail.

* Tools & Technologies: Familiarity with CRM tools and technical documentation tools.

* Education: A degree in Computer Science, Engineering, Information Technology, or a related technical field or equivalent experience.

Remote United States; #LI-Remote

Seagate is able to offer virtual employment for this position in the following states: AL, AZ, CA, CO, CT, FL, GA, ID, IL, IN, KS, KY, MA, MD, MI, MN, MO, NC, NH, NJ, NM, NY, NV, OH, OK, OR, PA, SC, SD, TN, TX, UT, VA, WA, WI, WY.

The estimated base salary range for this position is $103,000 - $149,000. The individual salary is based on work location and additional factors, including job-related skills, experience, and relevant education or training.

Seagate offers comprehensive benefits to its eligible employees, including, but not limited to, eligibility to participate in discretionary bonus program, medical, dental, vision, and life insurance, short-and long-term disability, 401(k), employee stock purchase plan, health savings account, dependent care, and healthcare spending accounts. Seagate also offers paid time off, including 12 holidays, flexible time off provided pursuant to Seagate policy, a minimum of 48 hours of paid sick leave, and 16 weeks of paid parental leave. The benefits for this position are based on a full-time schedule for a full calendar year and may differ depending on work location.

Location: Remote United States

Travel: Up to 10%