Technical Success Manager

Technical Success Manager

Technical Success Manager

Position Title: Technical Success Manager

Status: Full Time (partial remote)

Location: ObservePoint Home Office – Pleasant Grove, UT

Department Name: Customer Success

About ObservePoint

At ObservePoint we have core values that guide us:

INNOVATIVE We continually explore & exploit new ideas

HUMBLE We acknowledge our need to grow individually and collectively

SCRAPPY We deliver great solutions with less

FRIENDS We value our relationships and the time we spend together

As a company we have identified six cultural beliefs each of us need to believe in order to reach our key results. These beliefs are:

CUSTOMER OBSESSED I strive to understand and solve our customer’s problems.

DELIVER PRODUCT I ensure we deliver world-class product.

TAKE ACCOUNTABILITY I continually ask “what else can I do to achieve results?” and I refuse to blame others.

CREATE ALIGNMENT I align my daily work with company priorities in order to move fast.

CHOOSE OPTIMISM I choose optimism and celebrate meaningful achievement wherever I see it.

WIN TOGETHER I deliver results with agility and grit, so WE WIN TOGETHER!

What we do

Our mission is to help users govern their websites. We provide an automated platform that scans millions of web pages every day to perform deep analysis and validation of the world’s highest traffic websites.

Have you ever browsed a website only to find broken links, unexpected trackers, questionable privacy behavior, or slow pages?  At ObservePoint, we make it our business to find these problems and report them to our customers, so they can deliver an excellent web experience for their users.

Who are our customers? Hundreds of the biggest brands in the world: Adobe, Asics, HP Inc., Pepsico, Texas Instruments, and US Bank (just to name a few).

 Position Overview

This is an exciting opportunity to join a passionate team focused on winning together. The Technical Success Manager will serve as the main point of contact for 30-50 clients and is tasked with delivering an outstanding customer experience during onboarding, day to day, and at renewal.

Principal Responsibilities

·       You’ll be responsible for post-sale activities, including implementation, new user onboarding, support, and retention.

·       Establish relationships with champions and economic buyers to become a trusted advisor throughout the customer lifecycle.

·       Maintain product expertise across the ObservePoint solution and web governance industry

·       Identify opportunities for account growth within your managed accounts.

·       Ensure customers receive maximum value from the ObservePoint solution by delivering a world class, human, and personalized customer experience.

·       Monitor customer usage data, key health indicators, renewal dates and growth opportunities to proactively nurture and provide support to assigned customers.

·       Proactively manage customers that are at risk through cross functional collaboration to improve customer health and remove risk.

·       Own regular business reviews to build relationships, improve understanding of business challenges, and better support in alignment with customer goals.

·       Work closely with Account Executives to proactively manage and own the renewals process from start to finish.

·       Serve as the customer advocate to internal teams, communicating business requirements and product enhancement requests for improved customer experience.

Minimum Qualifications

·       TECHNICAL experience

·       Proficient in HTML, CSS, and JavaScript (web development). Regular Expressions, HTTPS, and Basic Programming (strongly preferred).

·       Technically curious

·       GRIT - passion and resilience.

·       Strong logic & problem-solving skills and resourcefulness. If you don't know how to do something, you'll do whatever it takes to figure it out.

·       High emotional intelligence.

·       Ambition.

·       A growth mindset that invites and shares feedback

Preferred Qualifications

·       Customer Success experience in a SaaS organization (2+ years)

·       Experience in a digital marketing, privacy compliance, web accessibility

·       Strong business acumen and experience developing executive relationships.

·       Experience in some combination of the following: web development, web analytics implementation, consulting, account management, customer support, or computer programming.

·       Very strong organization and task management skills.

·       Experience with Salesforce, Groove, DOMO, Google or Adobe Analytics, or other comparable technologies