Technical Customer Success Managers are key in our effort to meet our customers expectations and help them utilize their observability and security data in the most efficient way possible.
We are looking for hard-working, sharp, and humble professionals with proven technical customer-facing experience.
Our Technical Customer Success Managers are trusted advisors and consult our customers upon their monitoring, security & observability journey. This role embodies the critical intersection of very high technical expertise and a focus on customer satisfaction, renewal and expansion.
Technical Customer Success Managers are senior-level roles and are expected to professionally and accurately solve problems, show product value and interact across different platforms and types of software, from software engineers and DevOps all the way to the C-suite.
Responsibilities
Solve customers technical problems by adopting the platform, integrating new data and existing integrations
Understanding customers technical requirements and business goals to consistently create new artifacts and deliver value
Lead the onboarding process, from new integrations, creation of artifacts to trainings and troubleshooting
Know the Log Management / Observability markets well and be able to help customers by using the best technical practices available.
Build a successful and ongoing game plan for each customer based on a specific data analysis and customers needs
Establishing relationships and engaging with technical counterparts to drive product adoption
Conduct QBRs with customers to consistently reflect delivered value and ensure customers needs
Advocate internally for customer needs within and influence a product development roadmap
Partner with the Sales team on renewals, upsells, cross-sells, and expansion opportunities
Requirements: Background knowledge of DevOps / Cloud / Observability
Industry knowledge and opinions on Monitoring, Observability, Log Management, SIEM
Hands-on experience in technical integrations and complex troubleshooting
Experience in customer facing positions and excellent customer-facing skills
Excellent communication skills in English, both written and verbal.
Strong presentation skills with the ability to establish credibility with executives
Hands-on Engineering/DevOps background advantage
Comfortable coding in any high-level programming language (Java, Go, Python) - advantage
BSc degree in Computer Science / Engineering - advantage
Experience in SAAS B2B software companies - advantage
This position is open to all candidates.