
Technical Customer Success Manager
3 days ago
**Roles and Responsibilities**
- Manage and cultivate the technical relationship and communication with an assigned group of SBi customers
- Drive resolution of complex technical issues including issue troubleshooting, escalation, and performance monitoring
- Develop and maintain an exceptionally high level of customer knowledge to provide best in class technical support and guidance
- Deliver a portfolio of proactive technical services to our customers, including guidance on existing services, technical health assessments, and a regular cadence of communication on SLAs
- Interface with internal/external groups for problem resolution and issue escalation
- Act as the “voice of the customer” inside SBi
- Review customer complaints and concerns and seek to improve all aspects of the customer experience with the company
- Maintain a detailed understanding of products and services offered within SBi, assist customers with questions and suggest the best services for their needs
- Ensure consistent delivery of all SBi services being provided to our customers
- Participate in special projects, as required, that enhances the quality or efficiency of support services
- Manage the budget for customer support services and special projects
- Work with sales partners to identify growth opportunities within assigned accounts
- Travel as necessary (less than 10%)
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