Senior Technical Customer Success Manager

We are seeking a talented and experienced Technical Customer Success Manager in North America. In this role, you will oversee the activities which include helping our customers adopt our multiple products and being the customer voice for key technical and product related matters for internal teams which will include Support teams, Product managers, R&D teams, Sales, and Marketing. As a Technical Customer Success Manager, you will...

· Own the customer technical journey by leveraging T2 hardware, SaaS and technical expertise to maximize the enablement of the customers parking echo system.

· Drive maximum adoption of T2 solutions, by demonstrating the value of the portfolio of T2 solutions, including the integration capabilities with varying external technologies

· Work with the internal teams including Sales, Account Management, Support, Product, Engineering and Training, and external customer stakeholders to formulate/maintain a Success Plan outlining how T2 addresses their immediate and future needs (with success metrics)

· Well-versed in using case management systems and CRMs (e.g., SFDC / JIRA) and strong analytical and organizational skills, with the ability to understand and review the financial return or ROI on the customer’s investment

· Maintain a deep understanding of our product and roadmap, so you can guide customers to success and help drive up the customer Adoption Score

· Establish and manage communication channels within and among departments. Act as the liaison to provide customer feedback to the Senior Management Team and be influential in product roadmap prioritization

· Schedule, prepare, and deliver technical and product Business Reviews for customers, with the top priority of proving ROI that leads to retention, expansion, and adoption

· Own and drive customer adoption and usage for the T2 customers and help Increase customer adoption of key platform features and best practices to maximize ROI, ensuring the basis for retention, satisfaction, and growth

· Hands on support to solve “quick win” technical challenges, teach customers how to problem solve T2 solutions

· Understand the customer’s industry trends, business challenges with the T2 platform, and current and potential use cases for T2 customers and develop and nurture T2 champions within your customer’s organization who advocate for the platform based on their positive experience

· Engage customers’ senior decision makers to understand their evolving strategy and shaping Success Planning informed by these goals, serve as the technical and product ‘voice of the customer’, and provide internal feedback on how we can better serve them to maximize customer value and retention

· Partner with the T2 Account Team (Account Managers, Regional Sales Managers, Sales Engineers, Support Engineers, etc.) to ensure that customers become T2 advocates and expand usage and monitor customer user trends and health to recommend to internal teams risk mitigation actions (Account Management, Product, Support, Services, etc.)

· Act as a technical advisor for the customer and assist with architecture designing and best practices for strategic customers

· Help enable the open-source community and T2 customers to gain full awareness of the benefits of the T2 portfolio of solutions

· Keep current with the latest technological trends related to the parking and transportation landscape

· Create effective bi-directional communication channels with key customers

· Own customer technology adoption for a key set of customers

To be a Technical Customer Success Manager at T2 you need...

· Minimum 5 years of relevant experience in a combination of technical sales for enterprise solutions, experience with customer operations (preferably parking), and experience with both hardware and SaaS services

· Customer-facing experience - including customer infrastructure management, priority management, and product adoption

· BS or equivalent in Computer Science or Computer Engineering plus 5+ years of experience as a Customer Success Manager, Product Specialist or Technical Customer Manager for an Enterprise software company

· Understand and communicate solution messaging at both a technical and business level (storage / data migration / backup / recovery / security solutions) Experience with supporting enterprise level customers, ideally in the University and Municipality verticals

· Excellent analytical and problem-solving skills

· Customer orientation and excellent interpersonal skills

· Excellent English verbal and written communication skills

· 5+ years of experience with CRM, Salesforce desirable

· Deep understanding of both Hardware and SaaS solutions, including integration functionality

· Experience with Continuous Improvement methodologies

· Experience with Software Architecture design and product development -> a plus

· Establish strong working relationships, act as a consultant, work through escalation channels and share best practices

· An uncompromising desire to learn