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Customer Success Representative

Remote

WHAT DOES IT TAKE?

Are you passionate about making a real impact and helping people protect what matters? At AKTEK, our mission is clear: Empowering Those Who Protect. We’re seeking a Customer Success Representative to join our dynamic, purpose-driven team.

At AKTEK, our clients are at the heart of everything we do. As a Customer Success Representative, you’ll be the go-to person for our clients, helping them navigate and maximize our solutions. Your role is all about building strong relationships, growing our existing accounts, and being the trusted point of contact for our clients.

RESPONSIBILITIES

  • Onboard and train new clients on AKTEK's products and services, ensuring they are set up for success and can fully utilize the tools to address security challenges with impactful intelligence.
  • Provide client support through chat, email, and virtual meetings, assisting with technical questions, configurations, and best practices.
  • Troubleshoot technical issues by collaborating with clients to understand the problem, escalating as needed to the tech team, and following up with solutions.
  • Assist in creating AKTEK Research, Investigation, and Intelligence reports using the AKTEK iO platform and AKTEK iQ Areas Data.
  • Own and be responsible for the successful results on Pilots for AKTEK Software Solutions, Integrated Services, or Intelligence. 
  • Communicate updates and new features for AKTEK's products and services, helping clients maximize their value and impact.
  • Create periodic reports tailored to clients’ needs, including actionable insights based on data analysis and usage trends.
  • Assist and/or lead client meetings to collect and analyze feedback.
  • Help maintain and update help desk and support content, ensuring it reflects the latest information about AKTEK’s products and services, including translations as needed.
  • Serve as the bridge between tech and the client, ensuring seamless communication and proactively resolving potential challenges. 
  • Test and report product-related issues, ensuring internal databases are updated with relevant technical and client-focused information.
  • Share client feedback, feature requests, and innovative solutions with the team to continuously enhance the customer experience.
  • Understand client needs and proactively provide solutions or recommendations to help them achieve measurable results using AKTEK's offerings.

REQUIREMENTS

  • Proven experience in Customer Support/Success roles or similar, ideally within a tech or data-focused environment.
  • Strong understanding of tech/data and its application in AKTEK’s market verticals, especially in security and intelligence fields. (Highly desirable)
  • Familiarity with data analysis tools and techniques, with the ability to translate complex insights into actionable solutions for clients.
  • Demonstrated ability to deliver exceptional customer service and conduct effective training sessions.
  • Creative problem-solver with a logical, analytical mindset and a results-driven approach.
  • Ability to thrive in a remote work environment, manage priorities independently, and meet deadlines with minimal supervision.
  • Excellent communication skills and a natural ability to build strong, long-lasting client relationships.
  • Strong organizational skills, high attention to detail, and comfort managing multiple tasks in a dynamic setting.
  • High emotional intelligence and an intuitive understanding of client needs and challenges.
  • Fluent in English and Portuguese.

INTERESTED IN THE POSITION?

If you are interested in working in a global, remote, and multicultural environment and want to make a positive impact on society, don't hesitate to apply! Apply today and become a part of our innovative team!

Please fill out your information in the form below.