Job Openings Customer Excellence

About the job Customer Excellence

We are looking for a Customer Excellence professional who will help ensure the highest level of customer satisfaction through the effective use of our platform and services, while driving continuous usage, contract renewals, and opportunities for additional service adoption.

You will play a key role in enabling customers to “use the product confidently, use it efficiently, and achieve real outcomes” through knowledge management, training, and the design of structured user experiences that enhance customer capabilities.

This role focuses on customer education, experience creation, and maximizing product adoption and value.

Responsibilities

1. Enhance Customer Knowledge and Drive Product Adoption

  • Develop strong expertise in Wisesight’s products in order to recommend usage that aligns with customers’ business objectives

  • Continuously study and deeply understand new features and product updates

  • Translate technical or complex information into easy-to-understand content such as user guides or how-to materials, with a strong focus on use cases and real-world scenarios

  • Create and improve knowledge materials in various formats, including user manuals, training videos, training slides, FAQs, short articles, or other learning resources, to help customers understand and effectively use the product

2. Manage Customer Training and Onboarding

  • Design, manage, and continuously improve onboarding processes for both standard customers and Support Online customers, ensuring alignment with current features, product direction, and service models

  • Support and ensure the quality of communication from Sales and CXM teams during onboarding, enabling them to present tools and services accurately, completely, and with clear articulation of product value

  • Develop and maintain onboarding and training materials such as training slides, workshops, walkthroughs, video training, and checklists to ensure smooth customer onboarding

  • Evaluate the effectiveness of onboarding processes and propose improvements to help customers adopt the product faster and achieve results more efficiently

3. Support Internal Teams with Clear and Accurate Product Knowledge (Internal Product Enablement)

  • Support the Sales team with accurate product knowledge, relevant features, and use cases tailored to different customer segments to help increase sales opportunities

  • Enable the CXM team to clearly understand product features, usage methods, limitations, and benefits in order to provide effective guidance to customers

  • Collaborate with the Marketing team by providing accurate and clear product information to support effective marketing communication

  • Coordinate and work closely with product development and service teams to exchange essential information and support efficient product improvement

  • Support other internal teams with product knowledge as appropriate

Qualifications

1. Mindset

  • Strong customer-centric mindset, with a focus on ensuring customers truly understand and can effectively use the product

  • Ability to view products as solutions that create business value, rather than simply a collection of features

  • Open to feedback and committed to continuous self-improvement and process improvement

2. Communication & Enablement Skills

  • Strong communication and presentation skills; enjoys teaching, explaining, and turning complex topics into easy-to-understand concepts

  • Confident in presenting to both customers and internal teams

  • Ability to transform technical or complex systems into clear learning materials such as user guides, training slides, videos, FAQs, or other knowledge formats

  • Able to adapt communication style to different audiences, including customers, Sales, CXM, Support, Marketing, Product, and development teams

3. Analytical Thinking

  • Detail-oriented with strong problem-solving skills; able to analyze issues, identify root causes, and think systematically

  • Ability to connect product features with customer use cases and business challenges

  • Analyze customer usage behavior to improve training, knowledge content, or user processes

  • Able to synthesize insights from customer usage to support product improvement and enhance user experience

Preferred Experience

  • At least 2 years of work experience

  • Approximately 24–30 years old

  • Experience in Customer Success, Customer Experience, Product Enablement, or Training is a plus

  • Experience working with SaaS / Data / Analytics products

  • Proficiency in English at a level sufficient to read documentation, communicate, and explain work effectively


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