Cloud Technical Solutions Expert
hace 1 semana
About the Role:
You will serve as a key technical liaison between mid-market customers and various internal teams to deliver exceptional customer experiences.
As a trusted advisor, you will strategically engage with customers to drive onboarding, product adoption, and troubleshoot technical issues, ultimately impacting customer health.
Your primary responsibility will be to act as the primary point of contact for customer's technical needs throughout the customer lifecycle, ensuring all issues receive proper attention.
In this role, you will:
- Strategically collaborate 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 their environment, challenges, and 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 partner 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, or a related field, or equivalent practical experience (e.g., System Administrator or Support Engineer)
- 2 years of experience working in a technical customer-facing position on mission-critical issues
- Clear and effective communication skills, 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
Salary: $120,000 - $150,000 per year, depending on location and experience
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