Technical Customer Experience Champion

hace 2 semanas


Puebla, Puebla, México Jumpcloud A tiempo completo

About the Opportunity

We're seeking a highly skilled Technical Customer Success Manager to join our team at JumpCloud.

As a key member of our customer-facing team, you'll work closely with sales, support, product, and engineering teams to deliver exceptional customer experiences.

You'll serve as a trusted technical advisor to mid-market customers, providing expert guidance on onboarding, product adoption, and troubleshooting technical issues to drive customer health and satisfaction.

Your Key Responsibilities

Strategically engage with customers to understand their technical needs and leverage your expertise to enable new functionality and resolve issues in a hands-on manner
- 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 their environment, challenges, and technical business goals
- Act as the main escalation point for technical issues, leading triage, diagnosis, and solution implementation 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 opportunities and partner with Account Managers to drive expansion initiatives

How Your Success Will Be Measured

Customer health and adoption
- Customer Retention

Your Qualifications

Bachelor's degree in Engineering, Computer Science, or a related field, or equivalent practical experience
- 2 years of experience working in a technical customer-facing role on mission-critical issues
- Clear and effective communicator able to quickly grasp and explain technological and business concepts
- Experience in technical troubleshooting, managing internal and external partners or customers
- Excellent problem-solving, project management, and experience managing multiple stakeholders

Bonus Points

Previous JumpCloud experience
- Experience supporting user access management, authentication, device management, MDM, security, and system administration

Compensation

$120,000 - $150,000 per year, depending on location and experience



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