What does a successful Technical Customer Success Manager Does:
As a Senior Technical Customer Success Manager, you will be the team's technical Subject Matter Expert (SME), rotating between clients and acting as a crucial bridge between our Customer Success Managers (CSMs), support, solutions, product, and engineering functions. You will ensure clients are retained and grow throughout the customer lifecycle, leading to a positive and measurable ROI, and will be responsible for aligning our products’ requirements with our clients’ overall business and functional objectives.
What you will do:
Assist customers with API integrations and technical troubleshooting
Conduct technical workshops and act as a bridge between CSMs and Product/Engineering
Contribute to technical documentation and best practices
Provide feedback to the product team and influence roadmap decisions
Serve as a subject matter expert for the product and industry
Manage high-value, strategic accounts with complex needs
Work closely with engineering on complex customer technical issues
Be a key bridge between internal product/engineering teams and our clients to ensure clients are retained and grow throughout the customer lifecycle, leading to a positive and measurable ROI
Explore opportunities for expansion with the clients, and partner with leadership to upsell and cross-sell to install base clients
Responsible for aligning our products’ requirements with our clients’ overall business and functional objectives
What you will need to have:
Bachelor’s / Master’s degree
5 years’ experience in Engineering, Solutions, Product, Technical Support with client facing roles
2 years of subject matter expertise with SaaS products
High level of technical competence. Expert in product domain they support – has advanced training and understanding of markets that EBRS clients operate in.
Communicates effectively with senior management. Comfortable leading or presenting sessions to User Groups and sharing insights to business or product leads. Reflect on previous Success Plans and navigate process of refining and creating a new one; ability to speak through the topics.
Comfortable leading and driving a complex issue or challenge to full resolution by engaging Fiserv Leadership and client executives professionally and effectively. Ability to extrapolate and deliver an RCA. Skilled at recognizing problems when small and proactively resolving before escalations occur.
Experience with APIs, and other relevant programming language and Tools.
What would be good to have:
Experience in a B2B SaaS company.
Experience with Payment Processing life cycle such as Reversal, Chargeback, and Refund.
Deep industry knowledge (payments, Fintech, SaaS) and ability to advise on best practices.
Proficient knowledge of portfolio although several areas to learn. Shows signs of asking the right questions to identify expansion/upsell opportunities but not able to consistently close. Inconsistent performance within revenue driving activities with proficient use of team’s CRM tools. May require support for sales strategies.
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*In order to be considered, you must be legally authorized to work in the U.S. without need for sponsorship now or in the future.
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