About OpenMarket

We've got a pretty good thing going on here at OpenMarket. We're leaders of a mobile industry that's transforming the way customer obsessed businesses communicate with their customers. Join our team: we're friendly, caring, weirdly tenacious, and fun.

The world's biggest brands seek us out because we love finding ways to help them make their customers' lives easier. It's this obsession with customer experience that helps us develop software, technology, and processes that competitors all over the world desire.

OpenMarket Culture

We're seeking enthusiastic, collaborative, and resourceful people from a range of backgrounds who know how to get things done. Success comes from our culture, diversity, and dynamic global team, so we value people who are authentic, take ownership, and deliver together. Does this sound like you?

About the Role

As a Technical Success Manager at OpenMarket, you will be our customer's trusted technical advisor, becoming an extension of the account team and offering personalized service based on your technical expertise. In this role, you will be identifying and addressing technical concerns, requests and aligning to customer priorities, projects, and problems. In coordination with internal stakeholders, you will advise and develop solutions based on a thorough understanding of our technical products and services, to meet and exceed clients' requirements.

What You'll Be Doing

• Build strong cross-functional working relationships with Product, Sales, Technical Support, and Engineering teams to deliver successful solutions and services.
• Act as the internal and external technical point of contact. Provide proactive technical account management, using all resources available to ensure the best experience for the client.
• Coordinate communications with required stakeholders on high-priority issues and drive positive outcomes for the client, including scalable process improvements.
• Develop expertise in OpenMarket's platform and products, providing the ability to configure services, address client inquiries, troubleshoot issues, and assist customers in using OpenMarket products to their full potential.
• Develop data-rich reports to help OpenMarket and customers make data-driven decisions.
• Analyze client needs and provide Product with customer feedback to help identify potential new features/upgrades.
• In partnership with the named customer and Account Team, defines KPIs, constructs traffic dashboards for internal analysis, and maps internal deployments to a calendar of key customer dates.
• Track and evaluate customer health, identify risks, and share findings and/or escalate results as appropriate.
• Lead operational reviews and on-site visits (weekly status calls, QBRs, monthly ops reviews if needed). Provides associated service reports.
• When new use cases and/or expansions are identified, the TSM will engage with the AM and Implementation Lead to help manage the transition to post-deployment Global Support and ensure Operational Readiness steps are completed.

What to Bring

• 5+ years of demonstrated experience supporting enterprise software and mission critical applications.
• 5+ years experience reporting using SQL, Excel, and Tableau/Visual BI tool(s).
• 5+ years demonstrated Account Management experience managing multiple enterprise accounts and knowledge of clients' environment.
• Excellent verbal and written communication skills.
• Highly collaborative and ownership ability, which enabled you to work towards a resolution.
• Ability to prioritize and own/route client-specific needs via appropriate channels.
• Level of comfort working in all business environments, from dealing with multinational companies through to emerging enterprises.

Nice to Have

• Minimum of 5 years' experience in Customer Success/ Account Management/Program Management/Project Management role for a software company.
• You have experience (in tech and/or telecom) and are able to "talk the talk" with technical customer teams. You are willing to learn and continue to develop your knowledge of OpenMarket's products.
• You are passionate about helping your customers maximize the benefits of OpenMarket's products and understand the importance of success to the account and the individual.
• Never satisfied with 'no' for an answer, you're able to withstand and recover quickly from difficult situations.

Education/Training

Bachelor's degree in Business, Computer Science, or Engineering preferred.

You'll Be a Great Fit If

• You love being a part of a small, dynamic, and agile team that encourages you to learn and grow.
• You desire to work with some of the world's top brands.
• You love finding solutions to interesting problems and figuring out how things work.
• You welcome having autonomy with complex tasks.
• You are passionate about using your experience and expertise to inspire the team.

Additional Information

This position is open in Seattle, WA, with other locations considered.

Travel required: 10%

OpenMarket is an equal opportunity (EEO) employer.

We are unable to sponsor new U.S. work visas at this time.

Employment in this position may be contingent upon successful completion of a criminal and/or credit background investigation.