Job title: Technical Success Manager
Job type: Permanent
Emp type: Full-time
Industry: SaaS
Salary type: Annual
Salary: AUD $165,000.00
Location: Sydney CBD
Job published: 13-12-2021
Job ID: 36528
Contact name: Dan O'Donnell
Phone number: +61414771670
Contact email: dan@theonset.com.au

Job Description

Technical Success Manager - Marketing Automation

  • a sophisticated marketing technology platform, serving more sophisticated customers

As a Technical Success Manager, you will serve as a partner for the Customer Success Team owning the ongoing technical relationship throughout the customer lifecycle. This role will serve as a trusted technical advisor responsible for defining the technology strategy for key clients and helping them achieve strong technical use of the platform.

THE ROLE

This is an opportunity to bring your experience as a product and implementation expert, business analyst, technical support solutions, and customer success professional along with a high level of product and technical competence, delivering onsite engagements and training towards adoption.

  • Your focus will be to drive adoption on campaign and reporting deployments of this world class customer engagement platform and act as the technical conduit between internal stakeholders and the clients’ product and engineering team. 
  • You will help coordinate post-implementation technical collaboration with Integration and Technical Support for customer issue troubleshooting. 
  • You’ll be responsible for rapidly understanding each customer success engineering request from a product SME, business, and technical requirements to drive adoption and ultimately contribute to retention and expansion in the customer lifecycle.
  • WHO YOU ARE
  • 5 years client-facing experience as a Solutions / TAM or in a related area such as Implementation, Technical Support, and/or Customer Success, for a technical product offering serving scale-up and/or Enterprise accounts

  • 3+ year technical experience in managing complex customer environments with strong product command and technical knowledge of two or more of the following: SaaS, Mobile, API's or Programming

  • You are an excellent communicator (written and verbal skills), with demonstrable customer communication and coordination efforts, and the ability to take complex technical ideas and translate them to non-technical stakeholders

  • You are a natural problem solver, with a high level of intellectual curiosity, and love working amongst a team to solve those problems. 

  • You are able to maintain a high level of productivity, manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, complex, and collaborative environment.