As one of the world’s leading service centric Cloud ERP vendors our customers base with SaaS solutions operating on Microsoft Azure is growing exponentially.
To ensure our customer are satisfied with the services they receive and to improve upon areas of dissatisfaction we are expanding our Customer Success Global team.
We are looking for a Technical Customer Success Manager at our office in Lisbon. As a Technical Customer Success Manager you will become the trusted product technical advisory of our clients and partners to identify key technical strategies that will unlock business value for clients and improve product usability, expand product adoption, increase customer satisfaction and loyalty.
What Will You Do
Use your technical and product expertise to leverage product value, product usage expansion and generate new use cases
Become an internal technical advocate of clients and partners and bring the voice of the customer into the rest of the organization
Establish regular cadence to perform the client product health check to proactively identify improvements or issues on behalf of the customer
Collaborate closely with the Technical Support, Product and Engineering teams at Degreed to deliver meaningful outcomes and increasing business value to our clients
Good practice advisory on the connected landscape (eg : API, Webservices, ERP Integration KIT, etc.)
Keep knowledge of existing systems and new systems up-to-date in order to provide accurate assistance and technical training to customers and CSM team
Participate in special projects as required, under general supervision that enhances the quality or efficiency of the TCSM Team and support service (e.
g., monitoring overall queue statues, developing and maintain new tools)
You can reach out to customers and interacts with users
Minimum of 4 years of experience as technical customer support or technical consultant in the area of U4ERP
Strong problem solving skills with an emphasis on product complex technical topics.
Committed to drive a healthy and connected product
Ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
Hands-on experience with complex product integrations
Takes high degree of accountability and reliability over their work
Ability to lead through knowledge and transparency
Can discuss technical subjects with Technical and non-technical audiences (strong presentation skills)
Experience in a similar customer centric technical role delivering technical solutions in a consultative role
Technical knowledge of industry standard practices for implementing integrations (eg : file feeds, API, webhooks, IDS, etc.)
Familiar with CRM Salesforce, Gainsight, ServiceNow a plus
Understanding of Software as a Service (SAAS), Platform as a Service (PaaS) and Infrastructure as a Service (IaaS)
Excellent communication and relationship management skills and fluent in English (verbal and written).
Outstanding interpersonal skills and conflict management skills
A Bachelors or Master degree in a relevant field
Availability to travel as necessary (up to 20%)