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Technical Customer Success Manager



IT, Customer Service, Sales & Business Development
New York, NY, USA
Posted on Thursday, July 13, 2023
NA · New York, NY, USA · Fully Remote
About the Company:

TechSee is the leader in Multi-Sensory Generative

TechSee has disrupted customer and field service industries. TechSee was the first company to bring remote visual support to the mass market with 8 patents on AI and augmented reality. Today TechSee’s multi-sensory generative AI can see, hear, and guide humans with visual instructions all delivered through a smartphone or PC.

TechSee has hundreds of customers including Vodafone, Orange, Hitachi, and dozens of Fortune 500 companies. We provide the only AI in the service industry trained on massive datasets (think billions) of customer voice, text, and visual interactions to recognize patterns and identify the best way to resolve issues. TechSee is rapidly expanding globally and is backed by leading venture capital firms like Salesforce Ventures, Scale Ventures, and OurCrowd.

The opportunity:

We are looking for a talented Technical Customer Success Manager
to join our NA team.

The Customer Success Technical Account Manager will oversee, manage and address our customers’ technical needs as part of our Customer Success team. He is the linchpin in ensuring our clients successfully implement and adopt our solutions.

Working together with the commercial teams, the CSMs support our customers throughout the post-sale implementation, adoption boosting, and expansion phase throughout their TechSee partnership.

By fulfilling these roles and responsibilities, the CSM manager plays a vital role in supporting customers and driving successful outcomes with TechSee's products.

  • Assist customers in achieving their business KPIs by providing best practices and maximizing the value of TechSee products.

  • Support the optimization of deployed TechSee systems and ensure high levels of adoption by the customer.

  • Lead the deployment of our SaaS solutions, providing technical delivery, onboarding methods, and best practices.

  • Conduct training sessions for TechSee customers to ensure effective product utilization.

  • Offer product and business knowledge to strengthen customer relationships.

  • Provide semi-dedicated technical guidance to customers.

  • Address all product-related queries in a timely manner.

  • Generate reports on overall product performance based on customer adoption and usage.

  • Analyze bug fixes, enhancements, and releases and suggest upgrades or additional features to meet customer requirements.

  • Act as an advocate and focal point for key accounts, establishing and driving a deployment plan to deliver positive client outcomes.

  • Establish internal and client-facing communication plans and meeting cadence to drive progress and communicate updates.

  • Demonstrate problem-solving skills by handling technical issues that require analysis and collaboration with internal teams.

  • Collaborate with internal Product leadership to optimize product offerings based on in-depth use of systems.

  • Bachelor's degree in Computer Science, Engineering, Business, or a related field; or equivalent work experience required. A strong technical foundation is essential for success in this role.

  • Minimum of 4 years of related experience, preferably 6 years, in an enterprise SaaS company.

  • Experience working with Tier 1 customers, ideally in the Telecom or Insurance industries.

  • Ability to personally interact with technical resources, with expected technical knowledge in Security (high level), LDAP/Authentication, API/POSTMAN, and DB.

  • Excellent oral and written communication skills in English, including the ability to draft and present project plans, QBRs/business updates, SOWs, and related documents. Strong communication skills across all levels of the corporate structure.

  • Experience in managing one's own time and balancing multiple customers simultaneously, while being flexible, agile, and resilient in a dynamic, fast-paced environment.

  • Ability to work with sales executives and provide subject matter expertise in assisting with opportunities.

  • Location: NY/NJ/MA.

  • Knowledge of Spanish, French, or other languages is a plus.

Why work with us?

Our culture encourages collaboration and emphasizes success, personal and professional development.

  • Career path: This role serves as a launching point into further leadership in Customer Success and or Business Development.

  • Training: Formal development of your CS skills, including leadership skills, and business acumen in addition to learning TechSee’s market-leading AI and AR solutions.

  • Compensation: strong benefits and an ownership (equity) in a high-growth SaaS venture. Employees receive full health benefits (including vision and dental) and a generous 401K matching program.

  • Tools: Provide you with the resources needed to achieve your goals of successfully developing and managing customer relationships.

  • Work environment: This is a remote role, with frequent virtual social activities to promote employee engagement. Employees at TechSee are supported through a flexible work environment that allows working from home.

  • Culture: TechSee is a fun and exciting place to work, empowering its employees to bring out-of-the-box thinking to generate cool new ideas. Our culture encourages inclusive teams and emphasizes care and collaboration.

  • Success: TechSee has established a global presence, trusted by Tier 1 enterprise customers across the telecom, consumer electronics, manufacturing, insurance, and many other industries. Our product is used by companies like TELUS, Verizon, HIPPO, Lennar, Vodafone, Hitachi, Samsung, Heineken and more!

  • The company is headquartered in Tel Aviv with offices in Boston, Chicago, DC, Raleigh for the US

New York, NY, USA
Remote status
Fully Remote
NA · New York, NY, USA · Fully Remote

Technical Customer Success Manager

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