Technical Customer Success Manager

About the Role:

As a scaled Technical Customer Success Manager (TCSM) you’ll be partnering closely with sales support product and engineering teams to deliver a world class customer experience.

You will act as a trusted technical advisor to mid-market customers strategically engaging with customers to drive onboarding product adoption and address technical issues to positively impact customer health.

You will serve the primary point of contact for customer’s technical needs throughout the customer lifecycle ensuring all issues are receiving the proper attention.

In this role you will:

• Strategically engage with customers and leverage your strong technical skills to help enable new functionality and troubleshoot issues in a hands on fashion

• Monitor customer health and proactively identify potential issues by engaging all available resources to resolve the issue and mitigate risk

• Develop strong relationships with customers to understand the customer’s environment challenges and their overall technical business goals

• Act as the main escalation point for technical issues leading triage diagnosing and providing solutions to resolve issues for the customer

• Collaborate with Account Managers Renewal Specialists Operations Product and Engineering to address technical issues and provide relevant customer feedback

• Maintain a deep technical understanding of the JumpCloud platform to effectively drive greater customer engagement

• Identify potential opportunities and partnering with Account Managers to drive expansion opportunities

How your success will be measured:

• Customer health and adoption

• Customer Retention

You have:

• Bachelor's degree in Engineering Computer Science a related field or equivalent practical experience (e.g. System Administrator or Support Engineer)

• 2 years experience working in a technical customer-facing position working on mission critical issues

• Clear and effective communicator. Able to quickly grasp and explain technological and business concepts

• Experience in technical troubleshooting and managing internal and external partners or customers.

• Excellent problem-solving project management and experience managing multiple stakeholders

Bonus Points:

• Previous JumpCloud experience

• Experience supporting one or more of the following areas:

• User access management authentication device management MDM security and system administration

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