Position: Senior Technical Account Manager - SaaS ; CI/CD ; DevOps ; SDLC ; Linux

US Office Location: New York City.

Candidate Location: Flexible US - Preferred ET or PT Time Zone.

Our client is a highly funded and rapidly scaling SaaS Vendor headquartered in the heart of New York City. They are dedicated to empowering businesses to streamline their software development and deployment processes with innovative solutions. As they continue to expand their global presence in the market, they seek a strategic Technical CSM or Technical Account Manager to be responsible for 15-25 key Enterprise Accounts.

As a leader in DevOps and Continuous Integration/Continuous Deployment (CI/CD) solutions, our client's products help organizations streamline their software development processes, improve operational efficiency, and accelerate their delivery pipelines. They seek a dynamic and technically proficient Technical Customer Success Manager to join their expanding US CS Team and drive success for their US-based clients!

Job Overview: As a Technical Customer Success Manager, you will be the primary point of contact for 30-40 key enterprise clients, ensuring they derive maximum value from their DevOps and CI/CD solutions. You will work closely with clients to understand their needs, provide expert guidance, and ensure successful implementation and adoption of their products. Your technical expertise and customer-centric approach will be crucial in building strong relationships and achieving high levels of customer satisfaction, growth and retention.

Key Responsibilities:

Customer Onboarding and Implementation:

Lead the onboarding process for new clients, ensuring smooth implementation and integration of our DevOps and CI/CD solutions.
Conduct technical workshops and training sessions to educate clients on product features and best practices.

Customer Relationship Management:

Build and maintain strong, long-lasting relationships with clients by understanding their business goals and technical requirements.
Serve as the primary point of contact for clients, addressing their queries, concerns, and technical issues promptly and effectively.

Technical Support and Troubleshooting:

Provide hands-on technical support to clients, resolving complex issues related to our DevOps and CI/CD solutions.
Collaborate with the engineering and support teams to escalate and resolve critical technical problems.

Product Advocacy and Feedback:

Act as a product advocate, helping clients understand new features and updates, and encouraging adoption of our solutions.
Gather and relay client feedback to the product development team to inform future product enhancements and improvements.

Performance Monitoring and Reporting:

Monitor client usage and performance metrics to ensure they are achieving their desired outcomes.
Prepare and present regular reports on customer success metrics, highlighting areas of improvement and success stories.

Account Expansion and Renewals:

Identify opportunities for account expansion and upselling of additional products and services.
Work closely with the sales team to drive renewals and ensure long-term client retention.

Qualifications:

Bachelor’s degree in Computer Science, Engineering, or a related field.
Prior experience in a SaaS or Enterprise Software Technology Company.
5+ years of experience in a technical customer success, technical account management, or similar role in the DevOps and CI/CD space.
Strong understanding of DevOps practices, CI/CD pipelines, and related tools (e.g., Jenkins, Git, Docker, Kubernetes).
Excellent problem-solving skills and the ability to troubleshoot complex technical issues.
Exceptional communication and interpersonal skills, with the ability to build rapport with technical and non-technical stakeholders.
Proven ability to manage multiple client accounts and projects simultaneously.
Willingness to travel occasionally for client meetings and events.

Preferred Qualifications:

Experience with cloud platforms (e.g., AWS, Azure, Google Cloud).
Technical certifications in DevOps or related technologies.

Be a part of a dynamic team that is shaping the future of DevOps, CI/CD and Software Development innovation. If you are a Strategic CSM with a passion for customer success and a drive to make an impact, we want to hear from you!

Apply now to explore this exciting opportunity:

james.pedlow@asobbi.com / +1 (929) 451 0668

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