Role Purpose

Location- US (Remote) - occasional travel required

Level - Manager

Department - Support

Benefits -Benefits at Ideagen

Salary - To be discussed at next stage

At Ideagen, our customers rely on us to help them get the most value from their solutions long after implementation. As a Technical Success Manager, you will become a trusted adviser and dedicated point of contact for a portfolio of strategic customers, owning the relationship throughout the post-implementation lifecycle.

This role sits within our Customer Success organisation and combines customer engagement, technical consultancy, solution delivery and support. You'll work closely with customers to manage incidents, deliver enhancements, coordinate releases and ensure they continue to realise value from their Ideagen solutions. The role is highly customer-focused and hands-on, with the majority of your time spent configuring, enhancing and supporting solutions.

Working alongside Customer Success, Product and Engineering teams, you'll act as the bridge between customer objectives and technical delivery, helping ensure every engagement delivers measurable business value.

Responsibilities

• Act as the dedicated technical contact for assigned customers, building trusted, long-term relationships.
• Manage the post-implementation customer lifecycle, ensuring customers maximise the value of their Ideagen solutions.
• Own and resolve customer incidents, service requests and technical escalations.
• Coordinate and deliver product enhancements, feature releases and solution updates.
• Manage multiple customer initiatives simultaneously, keeping stakeholders informed and engaged.
• Facilitate testing, gather feedback and support successful deployments.
• Configure, maintain and enhance solutions within Ideagen's low-code/no-code platform, with the majority of your time spent on hands-on platform work.
• Translate customer requirements into effective, scalable solutions.
• Identify opportunities for process improvements and increased customer value.
• Create reports, dashboards and insights that support customer objectives.
• Collaborate with Product, Engineering, Support and Customer Success teams to deliver successful outcomes.
• Take ownership of deliverables, ensuring work is completed to a high standard and within agreed timelines.
• Support user adoption through training, guidance and knowledge sharing.
• Advocate for customer needs and feedback across the business.

Skills and Experience

We're looking for someone who combines strong customer relationship skills with technical curiosity and a passion for delivering customer outcomes. You may currently be working as a Technical Account Manager, Customer Success Manager, Business Analyst, Technical Consultant or in an advanced support role where you've been responsible for resolving complex customer challenges and driving solution adoption.

About You:

• Experience in a customer-facing role within a software, SaaS or technology environment.
• Strong technical aptitude and an understanding of how systems, applications and data interact.
• Knowledge of relational database concepts and data structures.
• Experience working with reporting, analytics or business intelligence tools.
• The ability to translate technical concepts into clear, practical guidance for customers.
• Excellent communication and stakeholder management skills, with confidence engaging at all levels of a customer organisation.
• Strong organisational skills and the ability to manage multiple priorities simultaneously.
• A consultative approach, focused on understanding customer needs and delivering measurable value.
• Experience coordinating technical releases, enhancements, incidents or customer projects.
• Strong troubleshooting and problem-solving skills, with the ability to remain calm under pressure.
• The ability to balance strategic customer conversations with hands-on technical delivery work.
• Most importantly, you'll be passionate about helping customers succeed. You'll enjoy building long-term partnerships, taking ownership of outcomes and using your technical expertise to deliver exceptional customer experiences.

What is next?

If your application meets the requirements for this role, our Talent Acquisition team will be in touch to guide you through the next steps.

To ensure a flexible and inclusive process, please let us know if you require any reasonable adjustments by contacting us [email protected]. All matters will be treated with strict confidence.

At Ideagen, we value the importance of work-life balance and welcome candidates seeking flexible arrangements. If this is something you are interested in, please let us know during the application process. Enhance your career and make the world a safer place!