Technical Success ManagerLocation US/Canada THE ROLEThis role combines the strategic relationship management of a Customer Success Manager with the deep technical expertise of a solutions engineer. The
Technical Customer Success Manager (TCSM) is the trusted technical advisor for our customers, ensuring they successfully understand, adopt, and derive maximum value from our product.
WHAT YOU WILL DO IN THIS ROLE - Technical Consultation: Act as the primary technical point of contact for a portfolio of customers. Provide proactive technical guidance, best practices, and innovative solutions to help them optimize their use of our product.
- Problem Resolution & Escalation Management: Serve as an escalation point for complex technical issues that require deep product or architectural knowledge. Collaborate directly with internal CS, Engineering, Product, and Support teams to drive the diagnosis and resolution of escalated problems.
- Product Expertise: Maintain an in-depth, hands-on understanding of our product's features, capabilities, and technical architecture. Conduct technical demos, workshops, and training sessions for customers.
- Account Management : Up to 20% of time allocated to Elite Accounts, working as Named Technical Lead. Participates and proactively contributes to Customer Success Planning [CSP] through ownership of the Technical Success [TS] Plan component of overall CSP for named account[s]
- Voice of the Customer: Advocate for customer needs and provide valuable feedback to our product and engineering teams to help shape the product roadmap.
WHAT YOU NEED TO BE SUCCESSFUL IN THIS ROLE- Technical Acumen: You must possess a strong technical background in software development, solutions engineering, or a related field.
- Preferred certifications:
- Salesforce Administrator
- Certinia Admin for relevant product[s]
- Salesforce AI
- Product Knowledge: Demonstrate senior system administrator or application owner level of understanding of PS Cloud or FM Cloud and knowledge of its adjacent products. Exhibit an advanced understanding of the Certinia solution perspective and how it applies to common business challenges
- Communication Skills: Exceptional ability to communicate complex technical concepts to both technical and non-technical audiences, both written and verbally.
- Customer-Centric Mindset: A proven track record of building strong, long-lasting relationships with customers in a B2B SaaS environment.
- Problem-Solving: Strong analytical and problem-solving skills with the ability to think critically and provide innovative solutions.
- Proactive & Organized: Highly organized and capable of managing multiple projects and priorities simultaneously without sacrificing quality.
