Technical Customer Success Manager

hace 5 días

Ciudad de México, Ciudad de México Endeavor A tiempo completo
About the Role:

As a seasoned Technical Customer Success Manager at Endeavor, you will be a key partner to our sales, support, product, and engineering teams in delivering an exceptional customer experience. You will serve as a trusted technical advisor to our mid-market customers, strategically engaging with them to drive onboarding, product adoption, and address technical issues to positively impact customer health.

Key Responsibilities:
  • 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 their 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 partner with Account Managers to drive expansion opportunities.
How Success Will Be Measured:
  • Customer health and adoption.
  • Customer Retention.
Requirements:
  • 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 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 skills, and experience managing multiple stakeholders.
Bonus Points:
  • Previous experience in a similar role.
  • Experience supporting one or more of the following areas: User access management, authentication, device management, MDM, security, and system administration.

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