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Technical Success Manager
Location: Austin, TXTravel: 30%
Description
As part of the Customer Care team, you will be responsible for proactively ensuring customer success from a technical perspective. The Technical Success Manager ensures technical solution efficiency, prevents or corrects technical roadblocks to current or future business and is the primary technical customer advocate within Surgient. You will be responsible for conducting customer/client communications, making initial/follow-up calls, proactively collecting client metrics, and providing status reports as required by management.
Duties
- Support Escalation and Management
- Operational Readiness
- Capacity Planning
- Performance Management
- Ensure technical capability to measure success
- Product and Development Interface
- Manage Customer Expectations
- Engineering and Services Interface
- Architectural and infrastructure tuning
Responsibilities
Technical Management & Analysis
Customer Service Support
Time and Resource Management
Qualifications- Incident Status and Aging reports, workarounds
- Communications
- Customer Feature Requests with Use Case
- Capacity Planning and Performance Plans
- Readiness Plan and Checklist
- Periodic Performance Reports
- GAP Analysis
- Impact analysis from product and environment changes
- Opportunities analysis
Customer Service Support
- Communicate with our customers and escalation partners using extemporary customer service skills
- Maintain a positive attitude towards our customers and their issues
- Conduct ongoing and semi-annual satisfaction surveys to identify opportunities for improvement
Time and Resource Management
- Ability to prioritize, organize, plan and coordinate individual workload in regards to activity and time management
- Maintain and update client records and thoroughly document client activity
- 4+ years of professional experience in a customer-facing position focus on technical management and problem solving, preferably at a software company providing applications and hosting services
- Networking, database, web application experience is mandatory
- Coding and scripting experience
- Virtualization experience a plus
- Previous experience managing interdepartmental and customer relations
- Proven success in establishing and maintaining a superior level of customer satisfaction
- Excellent verbal and written communications skills
- Extremely self-motivated individual with strong work ethic who is organized, creative, articulate, energetic, technically astute and a team player
- Able to handle the high risk and pressures of an early state start-up company
- Driven and committed to building a successful company
- Embodies strong work-place values, including integrity, trust and respect
- Ability to travel to customer sites as needed
- BS/BA degree or equivalent work experience required