Technical Customer Success Manager

Description:

We are seeking a dynamic, results-driven, and highly motivated professional to join our Customer Success Team!

This is a Technical Success Manager role dedicated to driving success for our top 5 Github Enterprise accounts. You will be the success architect and orchestrator of their entire journey, ensuring they fully maximize the value of our solutions and achieve their desired outcomes. You'll combine technical expertise with a relentless focus on organization and process improvement, identifying and bridging any gaps or issues that arise within these complex accounts.

In this position, you will be working Monday to Friday, with two days in the office and three days from home.

This position reports directly to the Manager of Customer Success for their region.

Responsibilities:

Technical Mastery:

• High proficiency: Develop and maintain an understanding of best practices for at-scale implementations of the Mend solutions, specifically related to Github Enterprise.
• Become the trusted advisor: Proactively understand and anticipate the technical needs and challenges of your assigned accounts. Understanding complex technical situations, taking ownership of ensuring resolution and escalation when necessary.
• Foster collaboration: Bridge the gap between technical knowledge and customer needs, translating complex technical information into clear and actionable insights for both internal and external stakeholders. Collaborate effectively with engineering, product, support, sales, marketing and leadership teams to deliver optimal solutions.
• Continuous learning: Maintain a commitment to continued growth and understanding of Github Enterprise implementations, staying abreast of the latest updates and best practices.

Customer-Centric Success:

• Drive adoption and retention: Design and execute personalized customer success plans with measurable goals, focusing on maximizing feature utilization, securing client renewals, and further supporting the generation of new leads and the driving of expansion revenue.
• Proactive problem-solving: Identify and address potential roadblocks before they become critical issues, ensuring proactive solutions to maintain smooth operations and high customer satisfaction.
• Champion new processes: Continuously assess and optimize customer workflows, implementing solutions or identifying gaps to better improve efficiency and effectiveness of Mend.

Operational Excellence:

• Master of Organization: Implement and refine internal processes to optimize the customers experience and ensure seamless communication and collaboration with your accounts.
• Data-driven decision-making: Leverage metrics and KPIs to track progress, identify areas for improvement, and demonstrate the impact of your initiatives.
• Communicate effectively: Deliver clear and concise technical communications to both internal and external stakeholders, influencing, advocating and driving action as needed.

Requirements:

• 4+ years of experience in Customer Success or Customer Experience, with 2+ years in a technical support or engineering role
• Strong technical and problem-solving skills with a passion for staying ahead of the curve in software security and development trends
• Excellent communication, collaboration, and presentation skills with the ability to build strong relationships across diverse teams
• Data-driven approach with a focus on continuous improvement and measurable results
• Bachelor's Degree or higher in a related field or equivalent work experience
• Experience with Software Composition Analysis (SCA) or Static Application Security Testing (SAST) solutions
• Experience with software development build tools (e.g. NPM, NuGet, Maven, Gradle, Pip)
• Experience with SDLC and DevOps tools (e.g. GitHub,GitLab, BitBucket, JFrog Artifactory, Azure DevOps,Jenkins, TeamCity)
• Experience with containerization (e.g. Docker, Kubernetes,OpenShift, etc.)
• Familiarity with cloud environments (AWS, MS Azure)
• Familiarity with infrastructure as code (IaC) (e.g.Terraform, Ansible, AWS CloudFormation, etc.)

Additional Information:

This role thrives in a fast-paced, dynamic environment with a strong culture of collaboration and innovation. We offer competitive compensation and benefits, including opportunities for professional development and career growth!