Technical Success Manager
2 weeks ago
Job Intro:
The Customer organization is tasked with retaining customers and growing customer spend with Chargebee (CB) through adoption, usage, and cross-sell. The new Technical Success Manager (TSM) role focuses on collaborative efforts with AMs to ensure customers derive maximum value from the CB platform and understands the customer’s organizational needs inside and out. The TSM in this role functions as the technical POC and technical strategic advisor to customer’s post-sale journey and becomes the enduring technical relationship shepherd of Chargebee. As a Technical Success Manager, you will act as the key technical point of contact for our Enterprise and strategic accounts, ensuring their success and growth. Your role is pivotal in understanding our clients' technical needs, enhancing their experience with our products, and fostering long-term relationships by providing expert guidance and support.
Key Responsibilities:
● Serve as the primary Technical Single Point Of Contact (SPOC) for all assigned Enterprise and strategic accounts. While requests will be triaged through support, the expectation is that the TSM is watching over the happenings in each of their accounts.
● Gain expert knowledge of our products and the technical solutions offered to customers, ensuring you can address complex inquiries and provide insightful advice wherever required
● Develop a comprehensive understanding of the customer’s users, techstack, business practices and operating environments to tailor technical solutions effectively.
● Partner with your account manager to be accountable for the growth, retention and customer satisfaction of the portfolio assigned to you, through your technical prowess.
● Build and maintain strong relationships with clients, establishing yourself as a trusted technical partner committed to their success.
● Conduct thorough reviews of implementation-to-success handover documentation to guarantee the longevity and efficacy of the solutions provided.
● Conduct proactive reviews of their workflow setup and see how Chargebee’s evolving product aligns with the customer’s strategic objectives.
● Analyze clients' technical requirements meticulously, the reason and the business context around the requirements and prepare well-structured content for the Product team to facilitate feature requests and product enhancements.
● Represent the technical “Voice of the Customer” within Chargebee influencing internal teams and promoting business-value-led practices to meet and exceed customer expectations.
● Participate in Quarterly Business Reviews (QBRs) with Account Managers ( AMs) to discuss account health, progress, and strategies for customer growth and retention.
● Work with our product, engineering and BI to draft requirements around product metrics that can help with insights into product adoption and advisory.
● Work with Product to ensure EAPs and new functionality is duly introduced to your user base ● Collaborate with SCs and Implementation Consultants to fully understand the customer’s technical requirements, workflows and experience of the platform
Qualifications:
● Minimum of 2 years of work experience as a Technical Success Manager, Solutions Consultant, Sales Engineer or similar role, preferably managing mid-market or enterprise customers.
● Hands-on experience with web development technologies and APIs, with a strong ability to troubleshoot and resolve technical issues.
● Analytical skills required to zoom out and solve for customer use-cases
● Familiarity with SaaS products/businesses and proficiency in web development languages.
● A strong ability to understand customer needs and deliver solutions that are effective in the long term.
● Exceptional oral and written communication skills, with the ability to interact effectively with developers, product managers, and senior business leaders.
● Strong analytical and problem-solving skills, with a knack for addressing challenges creatively and effectively.
● Excellent presentation skills, with a proven track record of delivering engaging and informative presentations to a variety of audiences.
● Good project management skills
● Stakeholder management skills
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