Technical Success Manager - Remote

Overview

We are seeking a dynamic, results-driven, and highly motivated professional to join our Customer Success Team! This is a Technical Success Manager role dedicated to driving success for our enterprise accounts. You will be the success architect and orchestrator of their entire journey, ensuring they fully maximize the value of our platform and achieve their desired outcomes. You'll combine technical expertise with a relentless focus on organization and process improvement, identifying and bridging any gaps or issues that arise within these complex accounts.

In Short

• Work Monday to Friday, with two days in the office and three days from home.
• This is a temporary position (maternity leave backfill) for at least 6 months.
• Reports directly to the Manager of Customer Success for their region.

Responsibilities

• Technical Mastery: Develop and maintain an understanding of best practices for at-scale implementations of the Mend solutions.
• Become the trusted advisor: Proactively understand and anticipate the technical needs and challenges of your assigned accounts.
• Foster collaboration: Bridge the gap between technical knowledge and customer needs.
• Continuous learning: Maintain a commitment to continued growth.
• Customer-Centric Success: Design and execute personalized customer success plans.
• Proactive problem-solving: Identify and address potential roadblocks.
• Champion new processes: Continuously assess and optimize customer workflows.
• Operational Excellence: Implement and refine internal processes.
• Data-driven decision-making: Leverage metrics and KPIs.
• Communicate effectively: Deliver clear and concise technical communications.

Requirements

• 4+ years of experience in Customer Success or Customer Experience.
• Strong technical and problem-solving skills.
• Excellent communication, collaboration, and presentation skills.
• Data-driven approach with a focus on continuous improvement.
• Bachelor's Degree or higher in a related field or equivalent work experience.
• Experience with Software Composition Analysis or Static Application Security Testing solutions.
• Experience with software development build tools.
• Experience with SDLC and DevOps tools.
• Experience with containerization.
• Familiarity with cloud environments.
• Familiarity with infrastructure as code.

Benefits

• Competitive compensation and benefits.
• Opportunities for professional development and career growth.