Who we are  

Agilence is the leader in loss prevention analytics, helping prominent retail, restaurant, and grocery companies increase their profit margins by reducing preventable loss.  

At Agilence, we specialize in uniting digital and physical transactions to help cutting-edge loss prevention teams expand beyond traditional theft and fraud to tackle preventable loss in all its forms – in the store, online, and at the corporate office.  

Every day, Agilence analyzes over 24 million transactions for our customers, transforming data into insights, and insights into actions. Our platform combines data from 200+ sources, including point-of-sale (POS), eCommerce, HR, labor, inventory, product, third-party delivery platforms, alarms, case management, loyalty, access control, video surveillance, and more.  

Companies have saved millions of dollars by optimizing operations, identifying sources of margin erosion, and reducing shrink using Agilence. Many have also improved employee and customer safety, identified training opportunities, improved customer experiences, increased promotional success and eliminated productivity gaps.  

Position Overview:

We are seeking a dedicated and experienced Customer Success Specialist with a strong background in Atlassian and Jira. The ideal candidate will play a crucial role in ensuring the successful adoption of our Case Management and Audit Management tools, which are hosted in Atlassian. You will be responsible for training new customers, tailoring training materials to meet specific needs, and collaborating with various teams to ensure our customers achieve their desired outcomes. 

Key Responsibilities: 

Keeping Current with Atlassian and Jira Tools: 

• Continuously monitor updates, new features, and best practices for Atlassian and Jira tools. 

• Attend relevant webinars, workshops, and training sessions to stay current with the latest advancements. 
• Implement and share new knowledge with the team and customers to enhance their experience and optimize product usage.
   

Customer Success Management: 

• Conduct comprehensive training sessions for new customers on our Case Management and Audit Management tools.  

• Develop and tailor training materials to meet the specific needs and goals of each customer. 

• Serve as the primary point of contact for customers, addressing their needs and concerns in a timely and professional manner. 

• Proactively monitor customer usage and engagement with our products, identifying opportunities for further training and support. 
• Foster strong relationships with customers, ensuring high levels of satisfaction and retention.
   

Technical Support and Troubleshooting: 

• Provide technical support to customers, resolving issues related to Atlassian and Jira impacting our Case Management and Audit Management products. 
• Collaborate with the technical support team to escalate and resolve complex issues as needed.
   

Collaboration and Communication: 

• Work closely with sales, product development, and marketing teams to provide feedback from customers and contribute to product improvement. 

• Participate in regular team meetings to share insights and strategies for enhancing customer success. 
• Collaborate with other Customer Success Specialists regarding configuration techniques in Atlassian/Jira.
   

Qualifications: 

• 2+ years of experience with Jira/Atlassian suite working with workflows, schemes, permissions, etc. 

• In-depth knowledge and experience with day-to-day Jira/Atlassian administration functionality. 

• Strong technical aptitude and the ability to quickly learn new software and tools. 

• Excellent communication and interpersonal skills, with a customer-centric mindset. 
• Ability to work independently and manage multiple priorities.