About Us:
AllShore Virtual Staffing is a leading remote staffing company, offering top-tier professionals working 100% remote to businesses worldwide. Specializing in IT and software development, design, administrative support, digital marketing, and more. AllShore connects organizations with skilled talent to meet diverse business needs. We are seeking a Technical Success Manager with over 5 years of experience to join our dynamic team.
Job Description: We are seeking an experienced and dedicated Technical Success Manager to join our team. The ideal candidate will have a strong technical background and a passion for customer success. As a Technical Success Manager, you will be responsible for managing the post-sales relationship with our clients, ensuring they effectively use our products, and addressing any technical challenges they may encounter. You will act as a trusted advisor, helping clients navigate complex technical landscapes and achieve their desired outcomes.
Key Responsibilities:
- Client Onboarding and Implementation:
- Lead the technical onboarding process for new clients, ensuring a smooth and successful implementation of our solutions.
- Develop and deliver training sessions and technical workshops to educate clients on best practices and advanced features.
- Client Relationship Management:
- Serve as the primary technical point of contact for assigned clients, building and maintaining strong, long-term relationships.
- Conduct regular check-ins and business reviews to assess client satisfaction and identify areas for improvement.
- Technical Support and Troubleshooting:
- Provide expert-level technical support to clients, addressing and resolving complex issues in a timely manner.
- Collaborate with internal teams (Engineering, Product, Support) to escalate and resolve critical issues.
- Product Expertise and Advocacy:
- Develop deep expertise in our products and stay updated on new features and enhancements.
- Advocate for client needs and feedback, influencing product roadmap and feature prioritization.
- Success Planning and Reporting:
- Work with clients to define success metrics and develop tailored success plans.
- Monitor client progress, analyze data, and generate reports to demonstrate value and ROI.
- Process Improvement:
- Identify opportunities to streamline processes and improve efficiency in client interactions.
- Contribute to the development of resources, documentation, and best practices to enhance the client experience.
Qualifications:
- Bachelor's degree in Computer Science, Information Technology, or a related field.
- 5+ years of experience in a technical account management, customer success, or technical support role.
- Strong technical acumen and the ability to quickly learn and understand complex products and technologies.
- Excellent communication and interpersonal skills, with a customer-centric approach.
- Proven ability to manage multiple clients and projects simultaneously, with a focus on delivering results.
- Ability to work independently and collaboratively in a fast-paced, dynamic environment.
- Ability to work in U.S Time Zone
Preferred Qualifications:
- Knowledge of modern web development technologies, secure best practices, coding standards and customer relations.
- Previous experience working in a SaaS or technology company.
