Associate Customer Success Manager - Technical
Core
Ensure operational health and post-go-live success for strategic enterprise customers by managing SLAs, leading support teams, and driving timely resolution of technical issues.
Role type
Associate Manager, Technical Account Management / Support Operations
Builds
Operational stability and customer satisfaction for enterprise SaaS clients
Domain
Enterprise Planning / Financial Planning & Analysis (FP&A) SaaS
Deliverable
client delivery
Required skills
SLA metrics management (MTTA/MTTR), ITIL framework knowledge, team leadership and mentoring, incident tracking and root cause analysis, SQL/PL-SQL syntax familiarity, batch scheduling system awareness, enterprise ticketing tools proficiency
Preferred skills
Experience with API integrations and EDI transactions, database environment knowledge, cross-functional collaboration with Product and Engineering
Technologies
Salesforce, ServiceNow, Jira, Zendesk, Control-M
Responsibilities
Own post-go-live customer success and act as primary operational point of contact; Track ticket health and optimize Mean Time to Acknowledge and Resolve; Lead and mentor a team of Application Support Consultants; Monitor critical customer issues through to resolution; Review and coordinate Root Cause Analysis reports; Oversee updates to Standard Operating Procedures and internal runbooks
Seniority
Senior, hands-on IC with team leadership
