Technical Client Success Manager

Posted Apr 15

Overview

The Technical Client Success Manager is all about making our clients happy and helping them succeed. A Technical CSM is a person who loves being on the front line, teaching our strategic customers how to succeed, building their confidence and skills, and supporting them at every stage of their Full Fabric journey. The Customer Success Team combines a great level of technical knowledge with a true empathy for the customer, resulting in helpful guidance, timely assistance, and an extraordinary level of care that is a core value of our company.

Key Responsibilities

Client Relationship Management:

  • Build and maintain strong technical relationships with clients.
  • Understand clients' business goals and challenges.
  • Act as a primary point of contact for clients and address their technical and product inquiries.

Problem Resolution:

  • Proactively identify and address client issues and challenges.
  • Collaborate with internal technical teams to resolve technical problems promptly.
  • Escalate issues as needed and ensure timely resolution.

Data Analysis:

  • Use data and analytics to track client usage and performance.
  • Provide insights to clients based on data analysis to help them optimise their use of the technical solution.

Onboarding and Implementation:

  • Guide clients through the product onboarding process.
  • Drive the implementation of technical solutions.
  • Ensure a smooth transition for clients as they adopt new technologies.

Product Knowledge and Training:

  • Develop a deep understanding of the technical products or services offered.
  • Provide training sessions to clients to enhance their understanding and usage of the technology

Account Growth and Upselling:

  • Identify opportunities for account expansion and upselling of additional features or services.
  • Collaborate with sales teams to explore and pursue upselling opportunities.

Documentation and Reporting:

  • Maintain accurate and up-to-date client records and documentation.
  • Generate regular reports on client engagement, satisfaction, and key performance metrics.

Requirements and Qualifications

  • Bachelor's or Master's degree in Computer Science, Engineering, Management or related
  • Minimum of 2 years of experience in a similar role, preferably in the SaaS or enterprise software space.

Communication Skills:

  • Excellent verbal and written communication skills.
  • Ability to convey technical information in a clear and understandable manner to clients.
  • Empathetic approach towards client concerns and the patience to guide them through challenges.

Technical Proficiency:

  • Strong technical background and understanding some of the technology behind an enterprise software
  • Familiarity with modern web programming languages, software applications and IT infrastructure

Problem-solving skills

  • Strong analytical and problem-solving skills.
  • Ability to troubleshoot technical issues and work with internal teams to find solutions.
  • Fluency in English and French (If your English proficiency is not at a C1 level or above, we kindly request that you refrain from submitting an application)

What We Offer

  • Competitive Salary: We understand the value of top talent and are committed to offering market-leading compensation packages that reflect the expertise and value our team members bring to our company.
  • Remote Flexibility: We offer a flexible work environment that supports both remote work and the option to collaborate in-person for those near our offices. Our focus is on high-quality work and effective team interaction, ensuring a balance that doesn't compromise our standards or teamwork. We promote a healthy work-life balance, embracing the passion for our work within a flexible framework.
  • Comprehensive Health Insurance: Your well-being is our priority. That's why we offer comprehensive health insurance to all our team members, ensuring you are protected and have access to the best healthcare options.
  • Home Office Budget: We want you to have the most comfortable and productive work environment, even at home. Full Fabric provides a budget to help you set up your home office, ensuring you have the setup you need to excel.
  • Professional Growth: At Full Fabric, we're committed to your professional development. You'll have opportunities to attend industry conferences, participate in training programs, and access a wealth of resources to help you grow in your career and stay ahead in the field.
  • A Culture of Excellence and Innovation: Join a team of forward-thinkers who are passionate about making a difference in education. Our culture fosters innovation, encourages collaboration, and supports your ideas to improve and expand our impact.
  • Making a Difference: More than just a job, your work at Full Fabric will contribute to transforming the educational landscape, making high-quality education more accessible and impactful through technology.

If you feel you’re the right fit for this role we’d love to hear from you.

Note: At Full Fabric, we are deeply committed to ensuring a positive and respectful interview experience for all our candidates. We value the time and effort you put into your application and strive to make the recruitment process as smooth and engaging as possible. While we would love to provide personalised feedback to everyone who takes the journey with us, the sheer volume of applications we receive makes this a challenging endeavour. Please know that each application is reviewed with care and consideration, and even if we're unable to provide individual feedback, we greatly appreciate your interest in joining our team and the insights you share with us. Thank you for understanding and for your interest in making a difference in the world of educational technology with Full Fabric.