Technical Client Success Manager

1 month ago

Toronto, Canada SRED.io Full time

**About Us**:
We are a dynamic and innovative technology company committed to delivering exceptional software solutions. Our team thrives on creativity, collaboration, and the constant pursuit of excellence. To further strengthen our commitment to our clients and enhance our product development processes, we are seeking a passionate and skilled Technical Success Manager to join our team.

**Role Overview**:
As a Technical Success Manager, you will play a pivotal role in bridging the gap between our clients' needs and our development efforts. Your main responsibilities will involve participating in development design meetings, overseeing the progress of tickets, conducting acceptance testing, and being the primary liaison between our clients and our development team.

**Key Responsibilities**:

- **Facilitate Collaboration and Design**: Participate in development design meetings with key stakeholders, capturing design requirements, adding tickets, and providing suggestions to ensure alignment with project goals.
- **Manage and Monitor Ticket Progress**: Oversee the progress of development tickets from allocation to completion, ensuring they stay within budgeted hours and addressing any delays or issues promptly.
- **Quality Assurance and Process Improvement**: Conduct acceptance testing for recently completed tickets, analyze any failures, and collaborate with the engineering team to discuss and implement process improvements based on findings and client feedback.
- **Client Liaison and Feedback Integration**: Act as the primary point of contact for clients, managing their feedback through Beamer, and ensuring their needs and concerns are addressed in design meetings and reflected in the platform's development and improvement.
- **Innovate Onboarding and Client Engagement**: Proactively engage with clients to enhance their platform experience, streamline the onboarding process through automation, and continuously seek ways to improve platform usability and client satisfaction based on usage analysis.

**Qualifications**:

- Bachelor’s degree in Computer Science, Engineering, or related field.
- Proven experience in a technical support, project management, or a similar role within a tech environment.
- Strong understanding of software development processes and lifecycle.
- Excellent communication and interpersonal skills, with the ability to effectively liaise between technical teams and clients.
- Analytical mindset with the ability to troubleshoot and resolve issues promptly.
- Self-motivated with a strong sense of ownership and a proactive approach to problem-solving.
- Experience with tools for monitoring client feedback and conducting acceptance testing is preferred.

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