Customer Success Specialist

Job description

Company Description At NebXcore, we specialize in transforming operational complexity into streamlined performance. Since our inception, we've partnered with companies across industries to design and implement operational processes, key performance indicators (KPIs), and team structures that integrate seamlessly with their existing systems. Our mission is to enhance business efficiency at every level, helping our clients turn strategy into measurable action. From suppliers to end clients, we digitize each step of the supply chain to ensure complete cargo visibility and control. Our solutions include route optimization, real-time tracking, security protocols, and seamless transport management, from producer to port and beyond. This end-to-end visibility reduces friction, minimizes delays, and increases resilience in your logistics network. Role Overview We're looking for a Customer Success Specialist who is responsible for supporting users, managing operational escalations, tracking system-related issues, and coordinating with internal teams to ensure timely resolution of reported cases. The role acts as a key coordination point between application users teams, Operations, IT, and the development team. The position supports the successful adoption of NebXcore systems by ensuring that issues are properly recorded, business requirements are clearly documented, and users receive the required support, training, and follow-up. Key Responsibilities 1. User Support and Escalations Monitor and manage user support requests received through calls, emails, and assigned internal communication channels. Provide first-level operational support to users where possible. Escalate unresolved or technical issues to the relevant internal teams and follow up until closure. Ensure users receive clear and timely updates on reported issues. 2. Issue Management Record, track, and maintain all reported application-related issues in the agreed tracker or ticketing process. Document each issue clearly with details, screenshots, files, emails, or examples where available. Classify issues based on priority, impact, and type of request such as bug, enhancement, access, or user support. Maintain accurate records of issue status, actions taken, owner, and final resolution. 3. Business Requirements and Enhancements Gather and document business requirements for system enhancements, new functionalities, and process improvements. Capture user feedback, repeated operational challenges, and improvement opportunities. Support the preparation of clear enhancement requests for review by the Head of CS and the development team. Follow up on approved enhancements until implementation, testing, or closure. 4. Development Coordination Coordinate with the Nebarex development team on reported bugs, enhancements, and system improvements. Support testing of new updates, fixes, and functionalities before release. Share feedback from operations and users to ensure system changes are aligned with business needs. Track the progress of development-related items and provide updates when required. 5. User Onboarding and Access Support Support user enrollment and onboarding for NebXcore applications. Collect required user information from users’ teams, managers, and other stakeholders. Maintain user access lists and support access-related coordination with IT. Support device allocation, setup coordination, and readiness check where required. 6. User Adoption Support the adoption of NebXcore applications across clients’ teams. Identify barriers that may affect system usage, user compliance, or process efficiency. Work with operations teams to improve user engagement and reduce manual workarounds. Report recurring adoption challenges and recommend practical improvement actions. 7. Training and Documentation Support the preparation of user guides, training materials, FAQs, and process notes. Conduct or support training sessions for users’ teams. Explain new features, process updates, and system changes to relevant users. Maintain updated documentation for common issues, process steps, and resolutions. 8. Reporting and Analysis Prepare regular reports on reported issues, open items, resolved cases, recurring problems, and user feedback. Track issue resolution timelines and highlight delayed items. Provide summaries on system adoption, training progress, and enhancement status. Share insights with the Head of CS to support decision-making and prioritization. 9. Stakeholder Management Act as a coordination point between Operations, IT, development, users’ teams, and other relevant stakeholders. Ensure business requirements and reported issues are properly communicated to the relevant teams. Support alignment meetings when required and maintain clear follow-up on agreed actions. Maintain professional communication with users and internal teams. 10. Continuous Improvement Identify process gaps, recurring issues, and operational inefficiencies. Recommend system improvements and workflow enhancements. Support process standardization across CS activities. Contribute to improving the overall user experience and reliability of the CS function.