Responsibilities
- Assist in overseeing the performance and health of data and analytics solutions for a portfolio of key customers.
- Provide guidance to users on fundamental solution functionality, configuration, and best practices.
- Review new features, fixes, and release notes to evaluate potential impacts on customer environments.
- Configure solutions based on documented customer needs, with guidance from senior team members.
- Generate and distribute monthly reports on performance, utilization, and support metrics.
- Analyze solution usage and data to identify potential issues or optimization opportunities.
- Implement proactive maintenance and solution improvements.
- Collaborate with teams to troubleshoot errors, investigate defects, and optimize solutions.
- Identify and communicate opportunities for enhancing customer value to the primary account manager.
- Contribute to customer discussions to position products as solutions to process challenges, aiding in upselling and cross-selling efforts.
- Support sustainable customer engagement, project outcomes, and product adoption with the account management team.
- Plan and estimate tasks within the technical success journey, ensuring alignment with customer entitlements.
- Understand and assist in improving change management processes with internal stakeholders.
- Maintain a repository of reusable objects in collaboration with the account management team.
Compensation
Not specified
Work Arrangement
Remote
Team
Customer Success organization, working alongside Technical Account Managers and internal teams
PERFORMANCE BASED SUCCESS CRITERIA 1-3 Months
- Familiarize with company culture, policies, escalation paths, and internal systems.
- Complete training and onboarding.
- Learn the systems used in daily operations.
- Participate in team meetings and events.
Success Indicators:
- Complete all onboarding activities and training with passing grades.
- Be seen by peers as responsive and professional.
- Demonstrate curiosity and engagement.
4-6 Months
- Begin managing defined customer work triaged by Technical Account Manager colleagues.
- Adhere to VIP program deliverables, including task tracking against active initiatives.
- Prioritize tasks, escalate blockers, communicate effectively, and demonstrate problem resolution, personal growth, and adaptability.
- Support data validation, report creation, performance troubleshooting, and configuration changes as needed.
Success Indicators:
- Complete assigned technical work with some oversight.
- Demonstrate an understanding of model structure and customer needs.
- Provide meaningful updates and documentation.
7 Months & beyond
- Manage a full client portfolio.
- Operate as a trusted technical partner, supporting the account manager at a strategic level.
- Independently deliver core account management activities, including configuration work, troubleshooting, documentation, and generating usage, performance, and status reports.
- After 12 months, perform all duties of a Technical Account Manager, including completing an Annual Health Check, articulating findings, risks, and recommendations, supporting value tracking, outcomes, and cross-selling initiatives.
Success Indicators:
- Achieve customer confidence and satisfaction.
- Manage portfolio with minimal oversight and escalation.
- Deliver high-quality work within contractual hours.
- Complete the Annual Health Check independently.
Other
- Remote work limited to Mexico only.
- Work with internal escalation paths and systems.
- Participate in team meetings and events.
- Complete training and onboarding.
- Complete onboarding activities and training with passing grades.
- Demonstrate responsiveness, professionalism, curiosity, and engagement.
Not specified
