Dragonfly AI
Customer Support Executive
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About Us
Dragonfly AI, established in 2019, aims to revolutionize the branding and retail industry with innovative visual AI solutions. Recognizing the challenges of today's fast-paced, content-rich world, Dragonfly AI emphasizes the importance of predictive testing to enhance the impact and efficacy of content. Originating as an app developed over a decade at Queen Mary University of London, Dragonfly AI has evolved into a full suite of products, becoming a frontrunner in the attention economy. The platform offers reliable visual predictive analytics, grounded in biological principles, and continuously refined through cutting-edge research, now utilized by leading global industry players.
The Role: Customer Support Executive
Dragonfly AI is on an exciting path of expansion, and as part of this growth, we are enhancing our Customer Success Team with the addition of a Customer Support Executive (CSE). This role is ideal for someone who is eager to embark on a career in client relations and support, offering a unique opportunity to be at the frontline of customer engagement and satisfaction. Reporting to the Principal Customer Success Manager, CSE will be instrumental in providing support for customer-related projects from the Marketing and Product teams, and will serve as the primary responder to support tickets and inbound requests from selected agencies and brands.
The role demands a proactive individual keen on driving customer engagement and maximizing the value clients derive from our products. While assisting with client onboarding, the CSE will also help foster and maintain burgeoning client relationships. By closely collaborating with internal teams, the CSE will gather crucial customer feedback that aids in product enhancement, ensuring that our services are always aligned with our clients' evolving needs.
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We operate in a dynamic, fast-paced environment that prizes adaptability and innovative thinking. Dragonfly AI recognizes that our workforce is our greatest strength, and we are committed to nurturing talent within our diverse company of dedicated professionals.
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At Dragonfly AI, we offer not just a competitive package, but also a vibrant workplace culture where every team member has a voice and the potential to make a substantial impact. Join us, and be a part of shaping the future of customer engagement and success at Dragonfly AI.
Job Title: Customer Support Executive
Responsibilities:
- Support and maintain positive relationships with a circa 25 portfolio of agency and brand clients.
- Work closely with the Marketing and Product teams to support customer-related projects, ensuring alignment with client needs and company objectives.
- Act as the first point of contact for all support tickets and inbound requests from designated agencies and brands, managing their inquiries with a focus on client satisfaction.
- Be responsible for book of business, including account performance, identifying opportunities for growth, managing renewal conversations, and contributing to the management of the client portfolio.
- Engage in regular communication with clients to understand their needs, gather feedback, and provide educational resources for product features and updates.
- Maintain client records in the CRM, including engagement activities, feedback, and support interactions.
- Support the client onboarding process by providing necessary training and guidance to ensure effective product adoption.
- Contribute to customer retention efforts by promptly addressing issues, fostering a positive experience, and highlighting product value.
- Participate in the planning and execution of customer business reviews, clearly communicating goals and value propositions.
- Assist in the development of customer success materials, such as success plans, case studies, and reference documentation.
- Collaborate with internal teams to convey customer feedback and contribute to product improvement initiatives.
- Take initiative to enhance personal knowledge of the Customer Success domain and actively participate in team development activities.
- Assist with key projects as needed to provide support for clients and enhance the effectiveness of the customer success team.
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