Senior Technical Customer Success Manager
ProRecruit.al
/job-details/8184
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Shiko punët aktive.
ProRecruit is seeking a
**Senior Technical Customer Success Manager**
to join an international remote team and serve as a trusted partner to their enterprise clients – guiding them through onboarding, supporting their technical needs, and ensuring long-term success with their platform.
In this role, you will serve as the primary point of contact for the clients throughout their lifecycle with the company. You will lead onboarding efforts, drive product adoption, deliver technical support, and help clients achieve their business goals using our platform. Your role will be both strategic and hands-on, combining customer relationship management with technical acumen.
**Responsibilities:**
- **Client Onboarding & Enablement:**
Lead the onboarding process for new clients, ensuring timely implementation and a smooth transition onto the Track360 platform.
- **Account Management:**
Build strong, trusted relationships with clients, serving as their strategic advisor and point of contact.
- **Customer Retention & Growth:**
Identify opportunities for upselling, cross-selling, and renewals by aligning client goals with Track360’s capabilities.
- **Technical Support & Product Guidance:**
Act as a subject matter expert, providing proactive and responsive support for product-related queries and technical issues.
- **Data & Insights:**
Analyze client usage and campaign performance data to provide actionable insights and ensure clients derive maximum value from the platform.
- **CRM & Ticketing Oversight:**
Maintain accurate records in the CRM system and manage support tickets from initiation through resolution, ensuring prompt and professional follow-ups.
- **Cross-Functional Collaboration:**
Work closely with Sales, Product, and Engineering teams to relay client feedback and contribute to ongoing product and service improvements.
- **Process Optimization:**
Proactively identify and implement improvements in customer success workflows and documentation.
**Requirements:**
- Minimum of 2 years’ experience in Customer Success, Account Management, or related roles within a SaaS company.
- Strong knowledge of affiliate marketing, digital marketing, or performance-based marketing is a significant advantage.
- Excellent command of English (both written and spoken).
- Demonstrated ability to manage enterprise-level client relationships and drive customer success metrics.
- Technically inclined with the ability to communicate complex solutions clearly and confidently.
- Experience working with CRM and support tools such as HubSpot, Salesforce, Zendesk, or Freshdesk.
- Self-driven, organized, and able to manage priorities independently in a remote environment.
- Analytical and problem-solving mindset with a passion for delivering results.
- Familiarity with Customer Success platforms such as Gainsight or ChurnZero is a plus.
**What We Offer**
● Competitive salary commensurate with experience
● Growth potential in a fast-paced SaaS environment
● Ongoing training and career development
● Collaborative and inclusive team culture
**Senior Technical Customer Success Manager**
to join an international remote team and serve as a trusted partner to their enterprise clients – guiding them through onboarding, supporting their technical needs, and ensuring long-term success with their platform.
In this role, you will serve as the primary point of contact for the clients throughout their lifecycle with the company. You will lead onboarding efforts, drive product adoption, deliver technical support, and help clients achieve their business goals using our platform. Your role will be both strategic and hands-on, combining customer relationship management with technical acumen.
**Responsibilities:**
- **Client Onboarding & Enablement:**
Lead the onboarding process for new clients, ensuring timely implementation and a smooth transition onto the Track360 platform.
- **Account Management:**
Build strong, trusted relationships with clients, serving as their strategic advisor and point of contact.
- **Customer Retention & Growth:**
Identify opportunities for upselling, cross-selling, and renewals by aligning client goals with Track360’s capabilities.
- **Technical Support & Product Guidance:**
Act as a subject matter expert, providing proactive and responsive support for product-related queries and technical issues.
- **Data & Insights:**
Analyze client usage and campaign performance data to provide actionable insights and ensure clients derive maximum value from the platform.
- **CRM & Ticketing Oversight:**
Maintain accurate records in the CRM system and manage support tickets from initiation through resolution, ensuring prompt and professional follow-ups.
- **Cross-Functional Collaboration:**
Work closely with Sales, Product, and Engineering teams to relay client feedback and contribute to ongoing product and service improvements.
- **Process Optimization:**
Proactively identify and implement improvements in customer success workflows and documentation.
**Requirements:**
- Minimum of 2 years’ experience in Customer Success, Account Management, or related roles within a SaaS company.
- Strong knowledge of affiliate marketing, digital marketing, or performance-based marketing is a significant advantage.
- Excellent command of English (both written and spoken).
- Demonstrated ability to manage enterprise-level client relationships and drive customer success metrics.
- Technically inclined with the ability to communicate complex solutions clearly and confidently.
- Experience working with CRM and support tools such as HubSpot, Salesforce, Zendesk, or Freshdesk.
- Self-driven, organized, and able to manage priorities independently in a remote environment.
- Analytical and problem-solving mindset with a passion for delivering results.
- Familiarity with Customer Success platforms such as Gainsight or ChurnZero is a plus.
**What We Offer**
● Competitive salary commensurate with experience
● Growth potential in a fast-paced SaaS environment
● Ongoing training and career development
● Collaborative and inclusive team culture
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