Technical Success Manager (TSM)

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  • Location London, UK
  • Department Customer Success
  • Type Full-Time

Our world class Customer Success team implements our SAAS based People Success Platform while building deep relationships and providing consultative guidance across all stages of the customer journey. We are looking for people to join our newly-formed Technical Success team to support our Customer Success Managers in the technical implementation and use of our products and serve as a second tier of technical support to provide phone, email, and chat support to all customers. The ideal candidate has been in a technical or customer support role, understands how to prioritize customer needs, has very strong written and verbal communication skills and is obsessed with helping customers succeed in a fast-paced environment.

What you will do…

  • Own all technical tasks as part of the implementation and use of our People Success Platform including but not limited to Single Sign On (SSO), HRIS data integration, and survey and role configuration
  • Serve as the highest tier of technical support prioritizing and driving timely resolution through phone, email, and chat using Zendesk customer support system
  • Troubleshoot and find resolutions for complex situations ranging from HR employee data management to employee and manager support in our platform.
  • Partner with Customer Success Managers on special projects to deliver value to our customers

Who you are…

  • You have 3+ years of experience in a customer-facing technical role, ideally with SAAS technology
  • Fast learner who can understand and articulate technology at any level
  • Excellent verbal and written communication skills
  • Self-motivated team player that has ideas on fresh new ways to exceed customer’s expectations
  • Ability to multi-task and perform under pressure
  • Passionate about technology
  • Customer-obsessed
  • Demonstrated technical problem-solving abilities