SUMMARY

The Customer Success Representative – Digital Solutions is responsible for helping customers successfully adopt and maximize the value of Otodata's digital solutions and monitoring programs. This role supports customers through onboarding, training, and ongoing engagement, providing guidance and best practices to increase the adoption and utilization of available tools and services.

Working closely with customers and internal teams, this individual helps deliver a seamless customer experience while contributing to customer satisfaction, retention, and growth.

ResponsibilitiesCustomer Success & Digital Solutions

• Guide customers through onboarding, account setup, and activation of digital solutions and monitoring programs.
• Conduct virtual training sessions and provide ongoing guidance on available tools, services, and best practices.
• Build strong customer relationships and proactively follow up to encourage adoption and engagement.
• Support customers in implementing communication and promotional initiatives that increase app usage and participation in monitoring programs.
• Identify opportunities to increase the adoption of digital solutions, monitoring services, and accessories.

Customer Engagement & Administration

• Track customer adoption and engagement, identifying opportunities for improvement and following up with customers as needed.
• Maintain accurate customer records, onboarding progress, follow-up activities, and adoption information within the CRM.
• Collect customer feedback and act as the voice of the customer by sharing insights and recommendations with internal teams.

Cross-functional Collaboration

• Collaborate with Sales, Marketing, Product, Support, and Operations to ensure a seamless customer experience.
• Contribute to the development of customer training materials, onboarding resources, and engagement initiatives.
• Recommend improvements to customer-facing tools, processes, and digital experiences.

SKILLS PROFILE AND REQUIRED QUALIFICATIONSEducation / Experience / Certification

• Bachelor's degree in Business Administration, Marketing, Communications, or a related field.
• 2+ years of experience in Customer Success, Customer Service, Customer Support, Account Management, or a similar customer-facing role.
• Experience supporting customers through phone, email, virtual meetings, or online support channels.
• Experience in SaaS, IoT, or technology-driven environments is considered an asset.
• Experience using CRM platforms (Salesforce preferred).

Knowledge

• Understanding of customer onboarding, engagement, and retention best practices.
• Familiarity with digital solutions and customer adoption strategies.
• Understanding of digital communications and customer engagement initiatives.

Skills

• Excellent communication and interpersonal skills with a customer-first mindset.
• Strong organizational skills and attention to detail.
• Ability to build relationships and influence customer adoption.
• Strong presentation and training skills.
• Proactive, results-oriented, and able to manage multiple priorities.
• Strong problem-solving skills and ability to collaborate cross-functionally.