Technical Customer Success Manager

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    "description": "<p><span style=\"font-family: Arial, sans-serif; font-size: 12pt; font-weight: bold\">Technical Customer Success Manager</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">About Us</span><br><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"><br></span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">We are an enterprise-grade logistics platform that solves the operational and data headaches plaguing large organizations. We bridge the gap between mission-critical tech and a human-centric culture. Join us to make a measurable impact on a platform that's already winning.</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Role Overview</span><br><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"><br></span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">We are seeking a highly analytical and proactive </span><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Technical Customer Success Manager</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> to own the onboarding, implementation, and ongoing technical health of our enterprise accounts. Our platform is a powerful, \"low-code\" ecosystem with deeply interconnected modules.</span></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt\">You aren't just managing relationships; you are a solution architect and master puzzle-solver. You will deeply understand how our system architecture connects, autonomously troubleshoot complex issues, and guide enterprise customers, including C-level executives, through seamless onboarding journeys.</span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Employment Type:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Contractor </span></p>\n<p><br></p>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Key Responsibilities</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Technical Onboarding &amp; Implementation:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Lead the end-to-end implementation process for new enterprise clients, ensuring system configurations align perfectly with their operational workflows.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Solution Architecture &amp; Configuration:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Master our low-code platform. Own system configurations, site setups, and live environment data, understanding how a change in one module impacts the entire ecosystem.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Autonomous Troubleshooting (Tier 1/2):</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Act as the primary technical escalator for your accounts. Diagnose complex system behaviors, investigate data integrity, and come up with creative configuration workarounds independently before involving engineering.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Strategic Advisory &amp; C-Suite Communication:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Conduct regular business reviews (QBRs) for senior stakeholders, translating complex technical configurations and requirements into high-level business value and data-driven insights.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Documentation &amp; Playbooks:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Build client-facing guides, implementation playbooks, and internal knowledge-base articles to streamline future rollouts.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Retention &amp; Advocacy:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Monitor account health, mitigate churn risks, and champion the \"voice of the customer\" internally to influence our Product and Sales roadmaps.</span></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Qualifications</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Experience:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> 2+ years in Technical Customer Success, SaaS Implementation, or Tier 2 Technical Support with an enterprise client facing aspect.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">The \"Puzzle-Solver\" Mindset:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Proven ability to understand complex, interconnected software architectures. Experience with low-code/no-code platforms or workflow automation tools is a massive plus.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Technical Aptitude:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Strong logical reasoning skills. Comfort working with APIs, data integrations, and mapping out relational data workflows (SQL or advanced data logic knowledge is highly preferred).</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Communication Mastery:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Exceptional articulation. You can comfortably lead a workshop with technical teams, write a crystal-clear user guide, and confidently command a meeting with C-level executives.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">AI &amp; Tooling Proficiency:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Experience with HubSpot, Salesforce, or Gainsight. Hands-on experience leveraging AI tools (e.g., ChatGPT, automation platforms) to optimize your own workflows and analyze data.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Language:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Fluent English proficiency (written and spoken).</span></li>\n</ul>\n<p><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Work Structure</span></p>\n<ul>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Work Week:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Monday through Friday, five 9-hour shifts a week between 10:00 AM – 8:00 PM.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Toolkit:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> Modern stack centered on HubSpot and best-in-class analytics.</span></li>\n<li><span style=\"font-family: Arial, sans-serif; font-size: 10pt; font-weight: bold\">Culture:</span><span style=\"font-family: Arial, sans-serif; font-size: 10pt\"> High transparency and a focus on relentless improvement.</span></li>\n</ul>",
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