Technical Client Success Manager

4 semanas atrás

Lisboa, Portugal Full Fabric Tempo inteiro

**Overview**:
The Technical Client Success Manager is all about making our clients happy and helping them succeed. A Technical CSM is a person who loves being on the front line, teaching our strategic customers how to succeed, building their confidence and skills, and supporting them at every stage of their Full Fabric journey. The Customer Success Team combines a great level of technical knowledge with a true empathy for the customer, resulting in helpful guidance, timely assistance, and an extraordinary level of care that is a core value of our company.

**Key Responsibilities**:
**Client Relationship Management**:

- Build and maintain strong technical relationships with clients
- Understand clients' business goals and challenges.
- Act as a primary point of contact for clients and address their technical and product inquiries

**Problem Resolution**:

- Proactively identify and address client issues and challenges
- Collaborate with internal technical teams to resolve technical problems promptly.
- Escalate issues as needed and ensure timely resolution.

**Data Analysis**:

- Use data and analytics to track client usage and performance
- Provide insights to clients based on data analysis to help them optimise their use of the technical solution

**Onboarding and Implementation**:

- Guide clients through the product onboarding process.
- Drive the implementation of technical solutions.
- Ensure a smooth transition for clients as they adopt new technologies.

**Product Knowledge and Training**:

- Develop a deep understanding of the technical products or services offered.
- Provide training sessions to clients to enhance their understanding and usage of the technology

**Account Growth and Upselling**:

- Identify opportunities for account expansion and upselling of additional features or services.
- Collaborate with sales teams to explore and pursue upselling opportunities.

**Documentation and Reporting**:

- Maintain accurate and up-to-date client records and documentation.
- Generate regular reports on client engagement, satisfaction, and key performance metrics

**Requirements and Qualifications**
- Bachelor's or Master's degree in Computer Science, Engineering, Management or related
- Minimum of **2 years of experience** in a similar role, preferably in the SaaS or enterprise software space.
- **Communication Skills**:

- Excellent verbal and written communication skills.
- Ability to convey technical information in a clear and understandable manner to clients.
- Empathetic approach towards client concerns and the patience to guide them through challenges.
- **Technical Proficiency**:

- Strong technical background and understanding some of the technology behind an enterprise software
- **Problem-solving skills **and ability to troubleshoot technical issues and work with internal teams to find solutions.

**What We Offer**:

- Competitive salary and performance-based bonuses.
- Opportunities for professional growth and development.
- 26 days of vacation and extra time-off
- Top level health insurance
- Remote work

A successful Technical Client Success Manager combines technical expertise with strong interpersonal and communication skills to ensure clients derive maximum value from the technical solutions they have invested in.

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