Job Description
Why Lytx?
At Lytx, you'll take the lead in cultivating and nurturing customer relationships, collaborating seamlessly with account teams, and developing an in-depth technical understanding of our customers' Lytx implementations. Your primary objective is to enhance their technical support experience, overhaul our system of engagement, and actively contribute to the dynamic growth of our team.
What You’ll Be Doing:
- Serve as primary technical contact and augment our customer support teams.
- Develop and sustain relationships with customers and account teams to align Lytx solutions with their unique needs to ensure adoption.
- Engage with customers at all levels of their organization, from the front lines to the C-suite.
- Act as the primary technical interface and escalation point for your book of business.
- Identify, resolve, and escalate day-to-day device and/or integration issues.
- Maintain control of the overall resolution for any escalated case, leading cross-functional groups as needed.
- Ensure customer success through proactive periodic health checks, product training, and developing and sharing best practices.
- Research customers’ technical issues in a timely manner and follow up with recommendations and action plans.
- Utilize internal technical expertise, including development engineers, knowledge base, and tools, for optimal customer issue resolution.
- Escalate customer issues to management when appropriate.
- Create knowledge base content to capture new learning for reuse throughout the company and user base.
What You’ll Need:
- Exceptional technical literacy, with the ability to troubleshoot hardware and software.
- Proven success in efficiently resolving issues through strategic escalation management at all levels, from business owners to executives.
- Experience supporting enterprise-level customers in SaaS, IoT, or PaaS environments.
- Demonstrated technical expertise in integrations, APIs, and webhooks.
- Hands-on working experience with SQL for troubleshooting and self-service.
- Familiarity with debugging and proficiency in using scripting languages such as JavaScript, Python, or Node.js.
- Experience leading technology integrations and consultations with partners and clients.
- Collaborative team player, adept at engaging across corporate functions: Customer Success, Technical Support, Implementation, and Product Management.
- Proven experience in technical account management, technical support, customer success, or a similar role.
- Willingness and ability to travel as required by the position.
- BS or commensurable experience.
Benefits:
- Medical, dental and vision insurance
- Health Savings Account
- Flexible Spending Accounts
- Telehealth
- 401(k) and 401(k) match
- Life and AD&D insurance
- Short-Term and Long-Term Disability
- FTO or PTO
- Employee Well-Being program
- 11 paid holidays plus 1 inclusive holiday per year
- Volunteer Time Off
- Employee Referral program
- Education Reimbursement Program
- Employee Recognition and Appreciation program
- Additional perk and voluntary benefit programs
Salary is based on a number of factors including market location and may vary depending on job-related knowledge, skills, and experience. This position is also eligible for an incentive compensation plan. The expected hiring salary for this position is:
$90,500.00 - $115,500.00
Innovation Lives Here
You go all in no matter what you do, and so do we. At Lytx, we’re powered by cutting-edge technology and Happy People. You want your work to make a positive impact in the world, and that’s what we do. Join our diverse team of hungry, humble and capable people united to make a difference.
Together, we help save lives on our roadways.
Find out how good it feels to be a part of an inclusive, collaborative team. We’re committed to delivering an environment where everyone feels valued, included and supported to do their best work and share their voices.
Lytx, Inc. is proud to be an equal opportunity/affirmative action employer and maintains a drug-free workplace. We’re committed to attracting, retaining and maximizing the performance of a diverse and inclusive workforce. EOE/M/F/Disabled/Vet.
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