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Technical Customer Success Manager - Mexico

72% Flex
Remote: 
Full Remote
Contract: 
Full time
Experience: 
Mid-level (2-5 years)
Work from: 
Mexico

Offer summary

Qualifications:

Bachelor's degree in Engineering, Computer Science or related field, 2 years experience in technical customer-facing role.

Key responsabilities:

  • Partner with teams to deliver top customer experience
  • Act as trusted technical advisor for customers
  • Monitor customer health and troubleshoot issues
  • Develop strong relationships and address technical needs
  • Collaborate cross-functionally to provide solutions and drive customer expansion
JumpCloud logo
JumpCloud Scaleup https://www.jumpcloud.com/
201 - 500 Employees
About JumpCloud
JumpCloud is reimagining the on-prem directory as a cloud-based platform that secures identities, manages devices, and provides safe access to all types of IT resources — on-prem, in the cloud, across Windows, Mac, or Linux. Set up a JumpCloud Free account to try the full platform for free today. You get 10 users, 10 devices, and 10 days of premium 24x7 in-app chat support to get you started. Twitter: @jumpcloud
See more JumpCloud offers

Job description

Logo Jobgether

Your missions

About the Role:
As a scaled Technical Customer Success Manager (TCSM), you’ll be partnering closely with sales, support, product, and engineering teams to deliver a world class customer experience. 

You will act as a trusted technical advisor to mid-market customers, strategically engaging with customers to drive onboarding, product adoption, and address technical issues to positively impact customer health. 

You will serve the primary point of contact for customer’s technical needs throughout the customer lifecycle, ensuring all issues are receiving the proper attention. 


In this role, you will:
  • Strategically engage with customers and leverage your strong technical skills to help enable new functionality and troubleshoot issues in a hands on fashion
  • Monitor customer health and proactively identify potential issues by engaging all available resources to resolve the issue and mitigate risk
  • Develop strong relationships with customers to understand the customer’s environment, challenges, and their overall technical business goals 
  • Act as the main escalation point for technical issues, leading triage, diagnosing, and providing solutions to resolve issues for the customer
  • Collaborate with Account Managers, Renewal Specialists, Operations, Product, and Engineering to address technical issues and provide relevant customer feedback
  • Maintain a deep technical understanding of the JumpCloud platform to effectively drive greater customer engagement
  • Identify potential opportunities and partnering with Account Managers to drive expansion opportunities

    • How your success will be measured:
  • Customer health and adoption
  • Customer Retention

    • You have:
  • Bachelor's degree in Engineering, Computer Science, a related field, or equivalent practical experience (e.g., System Administrator or Support Engineer)
  • 2 years experience working in a technical customer-facing position working on mission critical issues
  • Clear and effective communicator. Able to quickly grasp and explain technological and business concepts
  • Experience in technical troubleshooting, and managing internal and external partners or customers. 
  • Excellent problem-solving, project management, and experience managing multiple stakeholders

    • Bonus Points:
  • Previous JumpCloud experience
  • Experience supporting one or more of the following areas: 
  • User access management, authentication, device management, MDM, security, and system administration

    • #LI-

    Required profile

    Experience

    Level of experience: Mid-level (2-5 years)
    Spoken language(s):
    English
    Check out the description to know which languages are mandatory.

    Hard Skills

    TroubleshootingProject Planning

    Soft Skills

    • Interpersonal Skills
    • Relationship Building
    Are you interested?

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