Job title: Technical Success Manager
Company: BlueOptima
Job description: Who are we?
BlueOptima provides industry-leading objective metrics in software development using our proprietary Coding Effort Analytics; enabling Fortune 500 organisations to deliver better software, faster and more efficiently. Our technology is deployed by global enterprises to drive value from their software development activities.
We currently are located in 4 countries: London (our HQ), Mexico, India (Bangalore and Gurugram) and the US. A total number of 230+ employees from +34 different nationalities and with over 25 languages spoken.
Job Description
Location: Bangalore Or Gurugram
Department: Customer Success
Who are we looking for?
We are looking for an enthusiastic, pragmatic and critically minded person with the ability to communicate effectively with different audiences. This is an integral role to a successful partnership with our clients.
As a Technical Success Manager you will be the trusted technical advisor of our clients to resolve Product issues, or triage to the best suited team if necessary, and be a key enabler of delivering value of the BlueOptima products to our clients faster.
What would you be doing?
Be the first point of contact for our high profile clients for problems, enquiries and feedback.
Own the Product Support channel, triaging enquiries appropriately, setting clear expectations and assigning tasks across various teams based on skills and requirements
Set the standards and maintain the quality of response, and success metrics like response time and resolution time, as well as contributing to wider customer metrics like NPS and SLA.
Build and improve the knowledge base to mitigate risks and reduce common issues for external users
Contribute to training materials and training users, to administrate the system effectively
Establish regular cadence of client product health checks to proactively identify improvements or issues on behalf of the customer
Provide good practice advisory on the administration of the system including data health, data mapping and installation for both customers and customer-facing teams
Use your technical and product expertise to identify new strategies that solve cross-functional pain points and improve a scalable customer support experience, through both technical and value streams
Collaborate closely with the Customer-facing, Product and Engineering teams to deliver meaningful outcomes and increasing business value to our clients
Become an internal advocate of users to bring the customer’s POV
Qualifications
You will preferably have previous experience in a similar role involving technical customer support, technical sales or technical CSM for a SaaS product, ideally B2B and/or complex environments.
You’re technically literate and familiar with Jira (or equivalent tools), Excel, Linux OS and SQL
You can discuss technical subjects with both Technical and non-technical audiences. Consequently, you have excellent communication and relationship management skills and are fluent in English (verbal and written).
You have the ability to break down ambiguous problems into concrete, manageable components and think through optimal solutions
You’re committed to drive a healthy and connected product with complex platform strategies
Additional knowledge of industry standard practices for implementing integrations (eg: version control systems and task trackers, protocols, APIs, RBAC) would be ideal but not mandatory.
Additional Information
Why work for us?
We believe in an inclusive, collaborative working culture, helping every employee to have an impact. At BlueOptima, everyone has autonomy and accountability for their own successes. Join us and be part of a tight knit company, where your efforts have a significant contribution, and are recognised and rewarded. Learn, upskill and develop with real rapid career growth!
Our India Benefits:
32 days of holidays – this includes public and religious holidays
Contributions to your Provident Fund which can be matched by the company above the statutory minimum as agreed
Private Medical Insurance provided by the company (Extended to employee + Spouse + 2 Children + 2 Parents)
Gratuity payments
Claim Mobile/Internet expenses and Professional Development costs
Leave Travel Allowance
12 Weeks Paid Maternity and Paternity Leave
Flexible Work from Home policy – 2 days home p/w
Flexible Work from Long Distance – 4 weeks a year
Free drinks and snacks in the office
International travel opportunities
Global annual meet up (most recent meetups have been held in Cancun and India)
High quality equipment (Ergonomic chairs and 32′ screens)
Stay connected with us on or keep an eye on our for future opportunities!
Expected salary:
Location: Bangalore, Karnataka
Job date: Sun, 17 Jul 2022 04:29:31 GMT
Apply for the job now!
