Technical Customer Success Manager

Summary

The job is for a Technical Customer Success Manager at JumpCloud, a company that provides a unified open directory platform. The role involves partnering with various teams to deliver a world-class customer experience, acting as a technical advisor, and serving as the main point of contact for technical needs.

Requirements

• 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

Responsibilities

• Strategically engage with customers and leverage strong technical skills to help enable new functionality and troubleshoot issues
• 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

Preferred Qualifications

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

Benefits

Remote work