Technical Success Manager

Our Professional Services team is growing and we are looking for a new Technical Success Manager (TSM) to join us!

The Role:

The primary mandate for our Technical Success Managers is to guide customers through their journey with us. It starts with being involved in designing and then implementing a solution that meets the initial needs of each customer they serve. Through a combination of domain expertise and relationship building, the TSM will support customers with product enablement and coaching to help them take ownership of their solution as well as helping to evolve the solution at the pace needed by the customer. Leveraging a consultative approach, the TSM will explore ways the customer can make the best use of the products at their disposal with the ultimate goal of building a portfolio of customers that advocate for ControlUp because they have been able to maximize the impact of their investment with us. 

Who we’re looking for:

ControlUp Technical Success Managers are experienced IT professionals that are deeply knowledgeable in IT operations in the EUD and EUC space and gifted communicators that are able to articulate the ‘how’ and the ‘why’ to customers to influence their use of ControlUp. Individuals who are successful in this role are self-motivated, charismatic problem-solvers that are excited by the prospect of building relationships with customers to help solve varied and complex business and technical challenges faced by IT Operations teams in organizations of all sizes and verticals. Ideal candidates possess several years of enterprise IT consulting experience and a deep technical skill set covering VMware and/or Citrix virtualization technologies, the Microsoft stack, including endpoints, and PowerShell scripting.

Responsibilities:

• Support customers through a combination of active listening and consultative investigation techniques to ensure customer needs are well understood
• Advise customers on technical matters relating to ControlUp products, including implementation best practices, solution operation and adoption, performance tuning and use case enhancement
• Leverage the solutions you have delivered to analyse customer environments and identify new use cases, cost savings opportunities and operational efficiencies
• Mentor, coach and enable customers on their solution and the ‘art of the possible’
• Build bespoke customer roadmaps in collaboration with customers to ensure continuous evolution of each customers solution
• Conduct regular business review meetings to showcase the progress made against the roadmap, the impact delivered to date and agree the future plan
• Provide regular feedback to management for process and practice improvements
• Contribute to internal technical projects, which can include supporting new product features, benchmarking, troubleshooting and best practices
• Provide ad-hoc assistance to Customer Success Managers, providing product and domain expertise to overcome problematic issues
• Support the sales and presales teams with their efforts by being a ‘trusted advisor’ during the sales process
• Identify and write internal and external technical collateral, like typical deployment architectures or best practices
• Maintain current knowledge of the entire ControlUp product portfolio
• Occasional visits to customers may be needed

Requirements:

• Demonstrable experience working in large organisations with VMware, Citrix, Azure Virtual Desktop and/or other VDI technologies 
• Citrix/VMware/Microsoft certified in one or more disciplines
• Powershell scripting skills 
• Experience in IT consulting, professional services or other customer-facing roles within IT
• Proven capabilities building, designing and delivering technology solutions to customers
• Exceptional interpersonal and communication skills with the ability to influence decision-making at all levels
• Excellent organisational, note-taking, project management, and time management skills

Preferred Qualifications:

• Previous experience working with / for SaaS companies
• Windows desktop OS administration experience
• Commercial acumen and an understanding of what drives business decision-making