Technical Consultant

Bask Health is looking for a Technical Consultant to assist our Enterprise customers with technical problems and questions when using Bask products and services. The Technical Consultant will be responsible for informing and training clients in the product's proper use to enhance the customer experience and improve satisfaction.

Technical Consultants need to earn our customers' trust and understand technical problems quickly. You will play a major part in the post-sales process and Enterprise customer journey. Expertise in the technical elements of the product and clarity of instruction are important competencies in this position. Success in this role will be demonstrated through improvements in the retention of Enterprise customers by delivering key technical insights and evaluations to ensure success both at launch and scale.

You have a background in frontend development, enjoy technical writing, and have a passion for digging deep to find and resolve issues. You are excited about the opportunity to involve yourself with the technical evolution of both global brands and new start-ups.

The Technical Consultant will help establish our reputation as a company that is exceptional at helping its customers meet their goals throughout all parts of the customer journey while engineering solutions to constantly improve the customer experience.

• Ensure that Enterprise customers are receiving and understanding the value of the platform.
• Provide product expertise and strategic consultation during the Enterprise customer journey.
• Provide training sessions to Enterprise customers.
• Attend onboarding and pre-production calls as a technical authority.
• Work with other members of CS to provide assistance both internally and externally.
• Develop close partnerships with the CSM team to understand customers' goals.
• Ensure customers have immediate concerns resolved but with a long-term outlook.
• Specialize in a few product areas and own that within the team.
• Improving existing, and identifying new, internal documentation, processes and policies.
• Assist and coordinate with Customer Success Managers with Enterprise requests.

Requirements

• You lead by example and develop more junior members of the team.
• You are experienced with incident management and procedural communication.
• You possess exceptional communication skills.
• Unrivaled sense of autonomy, ownership, and comfort with a fast-paced startup.
• You are comfortable working with a fully remote, globally distributed team.
• You have a passion to deliver a customer experience second to none.
• Availability to work within a weekend and on-call rota.
• 3+ years experience in a customer success, sales, or onboarding/implementation role at a SaaS company.
• 5+ years experience with front-end web development or using React in a production setting.

Bonus If You Have:

• Thoroughly understand DNS and can explain this clearly to others.