Description
Are you passionate about empowering customers to unlock the full potential of Airtable, especially its cutting-edge AI features? As a Senior Base Optimization Specialist, you'll play a pivotal role in post-sales customer success, directly engaging with users to resolve technical and operational challenges, accelerate adoption, and drive satisfaction.
You will conduct direct customer calls to diagnose and resolve technical and operational issues, with a focus on AI and advanced platform capabilities. You will guide customers through complex implementations, automation workflows, API integrations, and database optimisations.
You will proactively identify and address adoption barriers, accelerating customer success and platform utilisation. You will maintain a high standard of customer satisfaction (5.0 CSAT) and productivity (>70% occupancy) through efficient case management.
You will continuously learn and master new Airtable features and AI functionalities, staying ahead of product updates and emerging use cases. You will collaborate with internal teams to share customer insights and contribute to product and process improvements.
You will be experienced in higher education or similar environments, with a strong understanding of institutional workflows and challenges. You will be technically proficient, with demonstrated ability to quickly learn and apply new tools, especially no-code/low-code platforms and AI features.
You will be skilled in problem-solving, comfortable navigating databases, automations, and integrations to deliver effective solutions. You will be self-directed and adaptable, able to independently research and master evolving platform capabilities without extensive formal training.
You will be naturally inquisitive and consultative, adept at asking probing questions to uncover root causes and identify opportunities for expanded platform usage. You will have a proven track record of delivering exceptional customer experiences, as evidenced by high CSAT scores and successful customer engagements.