Your primary responsibilities will include:

Conducting direct customer calls to diagnose and resolve technical and operational issues, with a focus on AI and advanced platform capabilities Guiding customers through complex implementations, automation workflows, API integrations, and database optimisations Proactively identifying and addressing adoption barriers, accelerating customer success and platform utilisation Maintaining a high standard of customer satisfaction (5.0 CSAT) and productivity (>70% occupancy) through efficient case management Continuously learning and mastering new Airtable features and AI functionalities, staying ahead of product updates and emerging use cases Collaborating with internal teams to share customer insights and contribute to product and process improvements

To succeed in this role, you'll need to be experienced in higher education or similar environments, with a strong understanding of institutional workflows and challenges. You'll also need to be technically proficient, with the ability to quickly learn and apply new tools, especially no-code/low-code platforms and AI features.

In addition to your technical skills, you'll need to be a skilled problem-solver, comfortable navigating databases, automations, and integrations to deliver effective solutions. You'll also need to be self-directed and adaptable, able to independently research and master evolving platform capabilities without extensive formal training.

If you're a naturally inquisitive and consultative individual, adept at asking probing questions to uncover root causes and identify opportunities for expanded platform usage, then we'd love to hear from you.

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