Technical Customer Success Manager
As a Technical Customer Success Manager, you will be responsible for ensuring that our customers have a seamless and successful experience with our products. You will own a portfolio of assigned customers, serving as their primary technical contact for all aspects of our assessment solutions.
Your responsibilities will include building strong relationships with technical and operational stakeholders, becoming a trusted advisor on assessment delivery, integrations, and platform best practices. You will create and maintain Event Readiness Plans for each key account, leading or contributing to regular service reviews (QBRs) covering platform performance, roadmap, risks, and opportunities.
You will work closely with new and existing customers to design and configure their Janison environments, including authentication, roles permissions, data flows, and integrations. You will also coordinate technical configuration activities for implementation and major change projects, supporting and sometimes leading technical aspects of integrations such as SSO, LMS integration, data feeds, APIs, Remote Proctoring Solutions, and webhooks.
Key to your success will be ensuring technical readiness before go-live, including configuration reviews, testing, and runbooks. You will act as the technical owner for assigned high-stakes or complex assessment events, planning and executing event readiness activities, including environment validation, candidate/user access checks, load testing where applicable, and contingency planning.
Throughout the project lifecycle, you will provide real-time monitoring and communication during live events, sharing updates with clients and internal stakeholders and managing expectations. You will conduct post-event reviews, including incident/root cause analysis and recommendations for process or configuration improvements.
Qualifications:
* 3-5+ years in a technical customer-facing role in a SaaS or enterprise software environment.
* Strong understanding of web and cloud technologies, specifically SaaS architectures, data integrations and imports; Identity and Access Management; Basic Networking Concepts and Browser/Client Troubleshooting.
* Demonstrated experience supporting mission-critical events where reliability, uptime, and performance are critical.
* Excellent interpersonal skills with the ability to explain complex technical concepts to non-technical audiences and vice versa.
* Proven ability to maintain composure during incidents, manage concurrent priorities, and apply a structured approach to root-cause analysis.
What We Offer:
We are a purpose-driven organization offering a flexible approach to work. We understand one size doesn't fit all, so whatever works for the business, the team, and your role – means endless possibilities for the flexibility you need.
Access to our Employee Share Ownership Program with a share-matching component.
Parental leave benefit including paid leave, continued super contributions, and more.
Discretionary annual pay review and bonus program.
A focus on development and upskilling opportunities.
A day off for your birthday and 'freebie days' through the year.
Flexible ways of working.
A focus on virtual engagement and inclusivity to support our distributed workforce across the globe.