Technical Success Manager
SKILLS
FULL DESCRIPTION
[Employer hidden — view at passion-project.co.uk] is seeking a Technical Success Manager in London, UK to drive customer adoption, explore expansion opportunities, and enhance customer loyalty. The role involves being a trusted advisor, creating adoption plans, and ensuring customers achieve their goals with the [Employer hidden] Platform.
Technical Success Manager
London, UK | Customer Success
**Residency in the Greater London Area is required.
At [Employer hidden], we’re reinventing DevOps to help the world’s greatest companies innovate -- and we want you along for the ride. This is a special place with a unique combination of brilliance, spirit, and just all-around great people. Here, if you’re willing to do more, your career can take off. And since software plays a central role in everyone’s lives, you’ll be part of an important mission. Thousands of customers, including the majority of the Fortune 100, trust [Employer hidden] to manage, accelerate, and secure their software delivery from code to production- a concept we call “liquid software.” Wouldn't it be amazing if you could join us in our journey?
We’re looking for a talented and experienced Technical Success Manager to enable outcome-focused engagements with [Employer hidden] customers in the UK & I, focusing on three aspects:
- Accelerate adoption of [Employer hidden] products and value realization.
- Explore new opportunities for expansion by understanding the scope of customer use cases.
- Enhance customer loyalty.
As a Technical Success Manager at [Employer hidden] you will…
- Be the customer’s trusted advisor
- Focus on the customer’s continuous interactions with [Employer hidden], the customer’s lifetime value, and the associated NPS/CSAT scores
- Assist our customers in creating an adoption/rollout plan to ensure they are confident in successfully embedding the [Employer hidden] Platform
- Provide Service to the [Employer hidden] Sales team by focusing on customers’ strategy, and make sure the [Employer hidden] Platform helps customers achieve their goals, enabling the [Employer hidden] Sales account manager to be there when customers need them and to get renewals and upsells done on time
- Formulate and deliver projects by collaborating with [Employer hidden] customers based on agreed-upon timelines
- Work with the Solution Engineering and Professional Services teams to ensure all customers complete their projects in a timely and successfully
- Monitor the customer's health and their perception of the [Employer hidden] brand by becoming a Platform Health Expert
- By effectively communicating technical knowledge and operational excellence to customers on best practices, and ensuring they maintain a healthy platform
- Be the first point of escalation
- Develop a full understanding of the [Employer hidden] Platform, including:
- The value proposition and sales messaging
- Out-of-the-box reporting where needed
- Success journey planning and execution
- Continuous communication and working relationship
To be a Technical Success Manager at [Employer hidden] you need...
- Bachelor’s/Master's Degree in Technology or business/management
- 7+ years of professional experience, preferably in customer success management, relationship management, delivery management, consulting, or enterprise delivery
- 3+ years of experience in the software industry,y preferably in SaaS companies inthe UK & I
- Ability to effectively liaise with customers and regional teams/leadership
- Ability to effectively present technical presentations
- Flexibility in working hours to accommodate our global presence
- Occasional travel to visit customers in person in the UK & I region
- Fluent English – Mandatory (read/write/speak)