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Technical Customer Success Manager
3 months ago
Hirentel is partnering with Xtremepush to find their next best candidate.
Xtremepush enables leading enterprise brands to drive revenue and maximise brand loyalty by combining powerful user insights with multichannel engagement with existing and prospective customers.
Our business has experienced significant growth over recent years and we have been named in the 2020 Gartner Magic Quadrant for Mobile Marketing Platforms and we were a recipient of the inaugural Deloitte Financial Services Innovation Award for Customer Experience.
To keep pace with the recent growth, we are seeking an experienced Technical Solutions Specialist to join our high performing team that creates long-term, mutually beneficial relationships with our customers. In this role, you will be instrumental in providing value across some of our top customers and work with them proactively throughout the customer lifecycle – from pre-sales technical advice to technical account management.
This role can be office-based in New York City, or remotely anywhere in the east coast US or east coast Canada, with the ability to travel to our NYC office occasionally.
Key Role Responsibilities:
– Serve as a trusted technical advisor responsible for defining the Xtremepush technology strategy for our largest clients to help them achieve strong technical use of the XP platform
– Provide advice on project setup, data architecture, channel configuration, launch planning as well as ongoing leveraging of the platform throughout the lifecycle
– Help our customers develop their multi-channel strategy and implement the most advanced value driving use cases including dynamic content, personalisation, real time engagement and predictive analytics
– Drive adoption on data, engagement and reporting deployments of Xtremepush’s product and act as the technical counterpoint between Xtremepush and the client’s product and engineering team
– Ensure that our customers’ needs and desired outcomes are understood
– Working closely with our Account Management and Engineering teams to provide ongoing support to customers
Essential Experience & Qualifications
– Experience working in a client facing role
– 3-5 years account management experience in a related area such as Implementation, Technical Support and/or Customer Success for a technical product offering serving Enterprise/Strategic accounts
– You have a technical background and have 3+ years experience with three or more of the following
– Technical Documentation
– APIs
– Martech Tools (for example GTM, ESPs, Multi-channel Marketing Hubs, Ad Platforms)
– BI Tools (Tableau, PowerBI or similar)
– Programming (Python, CSS, HTML, etc.)
– Mobile and Web technologies
– SQL (comfortable building queries)
– At least 2 years experience in a customer facing role with demonstrated examples of significant customer communication and coordination efforts
Desired Skills & Experience
– Professional, confident and collaborative. You are an adept client relationship manager, capable of engaging in business-level and technical conversations at multiple levels of the organization
– Previous experience in small to medium scale project management
– Organized and self-starting
– Excellent communicator (written and verbal skills), able to take complex technical ideas and translate them to non-technical stakeholders to achieve the desired outcome
– Able to work successfully under pressure in a face-paced, dynamic environment
– Solution-oriented and natural problem solver
– You are a team player: you work well with internal stakeholders (Solutions Architects, Account Managers Managers, Technical Support, Xtremepush executives) as well as external stakeholders (technical resources, project management teams, customer executives)
