Responsibilities
- Monitor the performance and stability of client solutions in coordination with the primary Technical Account Manager.
- Guide users in understanding core platform features, setup principles, and recommended practices.
- Review upcoming product updates, patches, and release documentation to evaluate possible effects on client systems.
- Help configure client solutions according to specified requirements, under supervision from senior team members.
- Generate and distribute monthly reports on system performance, usage trends, and support metrics.
- Examine how the platform is used and how data flows to detect inefficiencies or improvement opportunities.
- Support the execution of preventive maintenance and enhancements to client environments.
- Work with Technical Account Managers and internal groups to resolve technical issues, analyze bugs, and improve system performance.
- Spot opportunities where clients can gain more value and escalate them for strategic follow-up.
- Engage in discussions that position platform capabilities as solutions to operational challenges, supporting growth initiatives.
- Collaborate with the TAM team to ensure long-term client engagement, successful project delivery, and product adoption.
- Assist in planning and estimating activities within the Technical Success lifecycle, aligned with client entitlements.
- Coordinate with internal teams to learn change control procedures and suggest refinements when needed.
- Work with TAMs to build and maintain a shared library of reusable solution components.
Work Arrangement
Remote (Country)
Other
- Position is remote but restricted to Mexico only.
- Must be able to work with minimal oversight after initial ramp-up.
- Onboarding includes training, learning internal systems, and participation in team meetings.
- Role involves monthly reporting, data validation, report creation, performance troubleshooting, and configuration changes.
- Expected to complete an Annual Health Check independently after 12 months.
