Technical Customer Success Manager in Austin, TX at Volt

Date Posted: 7/16/2018

Job Snapshot

  • Employee Type:
    Contingent
  • Location:
    Austin, TX
  • Job Type:
    Computer Industry
  • Duration:
    24 weeks
  • Date Posted:
    7/16/2018
  • Job ID:
    81423
  • Contact Name
    Volt Branch
  • Phone
    972/580-0937

Job Description



Technical Customer Success Manager



Job Summary

Our Customer Success team advises and guides a wide variety of clients, ensuring they launch our solutions successfully, adopt it widely and are continually driving business value and account expansion. TCSM's are in the business of building genuine and authentic relationships with our clients. We do this by working closely with our clients to discover their business needs and challenges and then coach them on the best ways to implement our solutions to solve their challenges. The role is operationally intensive. We work with customers and cross-functional teams in real-time to investigate and address business and technical questions in order to quickly clear the path for client success.

Our CSMs leverage a proactive and strategic approach to ensuring our clients derive maximum value from their purchase. TCSMs provide their input into Customer Success/Account Plans, QBRs and account reviews helping our clients to identify areas where they could improve their use of our technologies or to uncover new applications.

Responsibilities

  • Develop a solid understanding of the companies technical solutions and how they are applied to the client's business challenges.
  • Oversee lifecycle processes/touch points, including executive sponsor program, QBR process, “listening” points (e.g. on usage, NPS), and others
  • Create standard presentation materials for lifecycle plays (weekly cadence calls, QBR’s, EBR’s, CAB/CAG)
  • Identify opportunities for continuous improvement of the internal processes, playbooks, lifecycle and opportunity for ‘technical’ touches
  • Drive true value for customers, based on outcomes, adoption and the leveraging identity across the customer stack
  • Outcome focused and data driven, an analytical professional looking for opportunities to deeply understand our customers’ objectives and become a trusted right-hand advisor
  • Determine how to define, drive, and demonstrate the value (ROI) delivered
  • Personally manage escalations, and follow a methodical escalation process to execs
  • Help foster company-wide culture of Customer Success and create a company-wide customer feedback loop, championing the voice of the customer
  • Utilize Company Tools (SFDC, JIRA) etc.

Alignment with Sales

  • Align with Sales on renewal and up-sell strategy and focus on selling with a retention focus
  • Give feedback to Sales and Marketing on prospecting approach
  • Ensure smart hand-off

Metrics

  • Gross dollar renewal rate (similar to Net Renewal Rate)
  • Add-on or cross sell opportunities; closed Customer Success Qualified Leads (CSQL’s)
  • Habits / product adoption metrics
  • Tracking On-boarding and additional deployments
  • NPS
  • Cost / ARR ratio (inc staffing, T&E)
  • Sales of Premier Support & Success

Requirements:

  • The qualified candidate will have a Bachelors degree in Computer Science or Business Administration or the equivalent and a minimum of  3-5 years experience of progressively responsible experience within a relevant Technical Customer Success function.  Experience should include client relationship development or customer program management for a technology company
  • High accountability.  You take ownership and drive a sense of urgency
  • Deep business knowledge and job/domain experience
  • Experience with innovative, technology-rich products and services; pushing capabilities beyond the industry pace
  • Strategic and tactical, creative and disciplined. Can excel at both the big picture and teasing the story out from data analytics
  • Many stakeholders are technical, a broad understanding of internet technologies, security standards, governance and the marketing technology landscape would be an immediate benefit
  • Demonstrated skills with managing complex customer accounts where there are multiple stakeholders selling into the account.