Technical Success Manager

TCP is committed to cultivating a diverse and inclusive team. However, we are not able to sponsor visas for this role. 

About TCP (TimeClock Plus):

For more than 30 years, TCP has helped organizations engage their people by providing flexible, mobile timekeeping and workforce management solutions. Trusted by tens of thousands of customers and millions of users, TCP delivers best-in-class technology and personalized support to organizations of all sizes in the public and private sector to meet their complex timekeeping, employee scheduling, leave management and other workforce needs. Growth is happening and our vision for a successful future is clear - We'd love for you to join us on this journey! For more information on TCP, visit www.tcpsoftware.com or follow us on LinkedIn or Facebook.  

We are seeking a proven performer to help us grow our loyal customer base. Responsibilities include retaining and expanding our install base by helping our customers fully realise potential ROI through our service offerings by:  

• Helping drive adoption through engagement.  
• Understanding our customers’ business and identifying areas of opportunity/growth to application of our service offerings.  
• Aligning our customers’ needs with additional potential matches from our product suite.  

The Technical Success Manager role is a high-touch, rapport-building position that requires strong communication skills, both written and verbal. The ideal candidate will be upbeat, driven, well-organized, and share a passion for technology and a love for working in a dynamic environment.  

As a Technical Success Manager you will:  

• Build a deep technical understanding of our product suite, service offerings and their potential impact on our customer install base.  
• Take complete ownership of identifying and resolving technical challenges in the way of complete adoption.  
• Develop a functional understanding of complex issues and take complete ownership of resolving and/or project managing a resolution to such issues.  
• Formulate business solutions for technical problems to align cross functional teams on customer needs.  
• Strong technical aptitude, passion, and commitment for Technical Success  
• Strong time management skills 
• Ability to articulate a clear, concise return on the investment value statement. 
• Maintain a high level of productivity, manage multiple competing priorities, and work effectively under the pressure of time constraints in a fast-paced, complex, collaborative, and team-oriented environment. 
• Ensure a high rate of renewal across the customer base- Proactively assesses, clarifies, and validates customer needs on an ongoing basis. 
• Identify opportunities to up-sell / cross-sell within the existing customer base. 
• Manage existing accounts and maintain relationships with decision-makers at the executive and management levels. 
• Manage and track customer and transactional information in a CRM system. 
• Coordinate resources throughout the sales cycle, including product support and sales engineering to meet account performance objectives and customers’ expectations. 
• Provide product demonstrations and general support to prospective customers. 
• Develop and deliver strategies that help drive our clients business. 
• Keep abreast of competition, competitive issues, and products. 
• Practice active, excellent communication with management, customers, and support staff 

• Experience working in Customer Success and/or Account Management is a must.  
• Experience working as a Solution Consultant and/or Sales Engineer highly desirable.  
• Technical exposure to solution delivery, implementation, product development will be considered a plus.  
• Outstanding organizational skills, ability to manage multiple projects.  
• Passionate about building customer relationships.  
• Experience driving adoption of SaaS-based solutions Ability to thrive in a fast-paced startup environment.  
• 2-3+ Years of account management or similar role  
• Salesforce.com experience is a plus.  
• Previous Success or Sales experience is a plus. 

• Competitive salary
• PTO and Sick leaves
• In-Patient & Out-Patient Health insurance
• Provident fund and EOBI
• The work/life set up you need to be successful.
• A creative, collaborative, supportive environment that gives you the autonomy to explore new ideas, grow your skill set and create outstanding results 
• The chance to make a genuine impact on the company’s growth 
• Plenty of challenging work and the opportunity to stretch yourself 
• The opportunity to work with amazing talent in a fast-growing company that really values their team