Sr. Technical Success Manager

Position Title: Sr. Technical Success Manager

Status: Full Time (inhouse)

Location: ObservePoint Home Office - Pleasant Grove, UT

Department Name: Customer Success

About ObservePoint

What do we do?

ObservePoint ensures accurate and secure customer data collection by automatically auditing and monitoring website technologies and user paths.

Our patented technology allows us to scan the digital tags on a website and check for functionality and security. We locate and report on any errors or potential issues and can even set up proactive alerts to notify site owners when things break. And who cares about website tech breaking? All the biggest brands in the world, many of whom are our clients:

Adobe, Comcast, Ford, HPE, Harley-Davidson, Texas Instruments, Overstock.com, and Johnson & Johnson (just to name a few).

Who are we?

At ObservePoint we have core values that guide us as we achieve our goals. As we aspire to live these values, we will reach our key results and be true to ourselves. These values are:

• INNOVATIVE - We continually explore & exploit new ideas
• HUMBLE - We acknowledge our need to grow individually and collectively
• SCRAPPY - We deliver great solutions with less
• FRIENDS - We value our relationships and the time we spend together

As a company we have identified six cultural beliefs each of us need to imbibe in order to reach our key results. These beliefs are:

• CUSTOMER OBSESSED - I strive to understand and solve our customer's problems.
• DELIVER PRODUCT - I ensure we deliver world-class product.
• TAKE ACCOUNTABILITY - I continually ask "what else can I do to achieve results?" and I refuse to blame others.
• CREATE ALIGNMENT - I align my daily work with company priorities in order to move fast.
• CHOOSE OPTIMISM - I choose optimism and celebrate meaningful achievement wherever I see it.
• WIN TOGETHER - I deliver results with agility and grit, so WE WIN TOGETHER!

Position Overview

This is an exciting opportunity to join a passionate team focused on winning together. The Technical Success Manager will serve as the main point of contact for 20-50 clients and is tasked with delivering an outstanding customer experience during onboarding, day to day, and at renewal.

Principal Responsibilities

• You'll be responsible for post-sale activities, including implementation, new user onboarding, support, and retention.
• Establish relationships with champions and economic buyers to become a trusted advisor throughout the customer lifecycle.
• Maintain product expertise across the ObservePoint solution and digital marketing industry
• Identify opportunities for account growth within your managed accounts.
• Ensure customers receive maximum value from the ObservePoint solution by delivering a world class, human, and personalized customer experience.
• Monitor customer usage data, key health indicators, renewal dates and growth opportunities to proactively nurture and provide support to assigned customers.
• Proactively manage customers that are at risk through cross functional collaboration to improve customer health and remove risk.
• Own regular business reviews to build relationships, improve understanding of business challenges, and better support in alignment with customer goals.
• Proactively manage and own the renewals process from start to finish.
• Serve as the customer advocate to internal teams, communicating business requirements and product enhancement requests for improved customer experience.

Minimum Qualifications

• Understanding of HTML, CSS, and JavaScript. Regular Expressions, HTTPS, and Basic Programming is a plus.
• Technically curious
• GRIT - passion and resilience.
• Strong logic & problem-solving skills and resourcefulness. If you don't know how to do something, you'll do whatever it takes to figure it out.
• High emotional intelligence.
• A growth mindset that invites and shares feedback
• Positive mindset.

Preferred Qualifications

• Customer Success experience in a SaaS organization. (3+ years)
• Strong business acumen and comfortability developing executive relationships.
• Experience in some combination of the following: web development, web analytics implementation, consulting, account management, customer support, or computer programming.
• Very strong organization and task management skills.
• Experience with Salesforce, Outreach, Google or Adobe Analytics

To Apply

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ObservePoint Company Description

Companies like yours rely on website technologies to collect customer data, inform business decisions, improve experiences, and uncover revenue opportunities. But how often have you questioned the accuracy, security, or reliability of the technology guiding your decisions?

As much as you rely on your Martech, it also causes a lot of chaos. With dozens of technologies being deployed across thousands of pages, undergoing constant development updates, and being managed by several teams-things are bound to break. Add to that new privacy regulations, and you could be facing major threats to your customers, your reputation, and your revenue.

ObservePoint's Digital Governance solutions bring insights, automation, and compliance to the complexity of your digital customer experience. Our patented Digital Governance solutions for Technology Governance, Privacy Compliance, and Touchpoint Management automatically audit and monitor data collection technologies and user paths to test for gaps in data collection, potential breaches in data security, and malfunctions that interrupt user experiences.

You can rest assured your web technologies are functioning as expected and guiding your company in the right direction.

For more information visit www.observepoint.com. Follow ObservePoint on Twitter, LinkedIn, Instagram, and Facebook.