About the Role
As a Technical Customer Success Manager, you will be responsible for guiding customers through service processes, leading reviews and improvement initiatives, and acting as a point of contact for complex operational issues. You will ensure proactive communication and reliable delivery, ultimately delivering a seamless service experience that meets customer expectations.
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What You’ll Achieve
In this role, you will work within the Account Services Management team to help customers make the most of their the company solutions while focusing on delivering exceptional service and ensuring customer satisfaction.
Responsibilities
You will:
- Establish trusted advisor relationships with Enterprise customers, providing strategic guidance and recommendations to maximize the value, adoption, and operational health of the company solutions.
- Deliver proactive insights, health assessments, executive reporting, and data-driven recommendations that help customers improve performance, mitigate risks, and achieve business outcomes.
- Lead and coordinate the resolution of complex customer escalations, driving cross-functional engagement, root cause analysis, and preventive action plans to avoid recurrence.
- Collaborate with technical, support, engineering, and account teams to address risks, optimize customer environments, and ensure successful service delivery and customer satisfaction.
- Support service reviews, customer success planning, onboarding activities, and continuous improvement initiatives while maintaining strong executive and stakeholder communications.
Qualifications
Take the first step towards your dream career
Every team member brings something unique to the table. Here’s what we are looking for with this role:
Essential Requirements
- 8+ years of experience in Customer Success, Technical Account Management, Service Delivery, IT Operations, or a related customer-facing technical role.
- Demonstrated ability to build executive-level relationships and act as a trusted advisor for Enterprise customers.
- Strong analytical skills with experience interpreting operational and service data to drive recommendations and business outcomes.
- Excellent communication, presentation, stakeholder management, and customer engagement skills.
- Solid understanding of enterprise infrastructure, cloud, data center, or end-user computing technologies, with the ability to translate technical concepts into business value.
Desirable Requirements
- Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.
- ITIL certification and/or experience managing enterprise customers within a large technology organization.
Who We Are
We believe that each of us has the power to make an impact. We put our team members at the center of everything we do. If you’re looking for an opportunity to grow your career with some of the best minds and most advanced tech in the industry, we’re looking for you.
We are committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment.
