Technical Customer Success Manager

at  LITECARD

JOB DESCRIPTION:

Litecard is seeking a Technical Customer Success Manager (TCSM) to join our team. Litecard is a mobile wallet credential management platform filling the gap of complex integrations and approvals for clients aiming to digitise credentials and user experiences, working closely with brands such as Samsung, Apple, Google, AWS and banks.
As a Technical Customer Success Manager, you will be working closely with the technology and client to ensure that requirements are correctly gathered and the project is managed from start to finish. You will be expected to learn about fast-changing technology and standards as well as be exposed to various customer problems and mapping the product to fit their requirements.
The team have a playbook framework of sales and implementation stages where a TCSM will be able to own certain stages of these processes between gathering requirements, relaying them to the development team and balancing timelines and expectations between parties.

REQUIREMENTS:

Job Type: Full-time
Salary: Depends on experience
2 years + in a professional working environment
Schedule: 8-hour workdays
Monday to Friday (Friday in office)
Location: Melbourne

POSITION REQUIREMENTS

· Bachelor’s degree in engineering, computer science, information systems, or a related
field from an accredited college or university is preferred.
· 2+ years of experience with a similar role in a technology company
· Ability to effectively prioritise and execute tasks in a high-pressure environment
· Experience working both independently and in a team-oriented, collaborative
environment

REQUIRED SKILLS:

o Google Suite (Email, Sheets, Slides, Docs, etc.)
o JIRA/Confluence
o Zoom/Google Meets/Microsoft Skills
o Figma/ChatGPT skills are a plus
Job Type: Full-time
Pay: $70,000.00 – $87,500.00 per year

Benefits:

• Employee mentoring program
• Extended annual leave
• Maternity leave
• Work from home

Schedule:

• 8 hour shift

Education:

• Bachelor Degree (Preferred)

Experience:

• Professional and Related: 2 years (Preferred)

Language:

• English (Preferred)

Work Authorisation:

• Australia (Required)

Willingness to travel:

• 25% (Preferred)

Work Location: Hybrid remote in Collingwood, VIC 306

Onboarding: Assist customers in the configuration of the product. Product Training: Provide training sessions or resources to help customers understand and use the product effectively. This may involve modifying and improving existing documentation and videos, or hosting webinars.
Account Management: Build and maintain strong relationships with customers. Act as the main point of contact for any technical or product-related queries or issues.
Technical Support: Offer technical support to customers by troubleshooting issues, providing solutions, and coordinating with the development team to resolve technical problems promptly.
Customer Feedback: Collect feedback from customers and communicate it to the product development team. Advocate for customer needs and enhancements.
Customer Success Plans: Develop and execute customer success plans that outline goals, milestones, and strategies for customers to maximize the value they get from the product.
Usage Analysis: Monitor customer product usage and adoption. Identify any underutilized features and provide guidance on how to leverage them for business benefits. As well as implement user reporting mechanisms that exist within our ecosystem.
Upselling and Cross-selling: Identify opportunities for upselling or cross-selling additional products/features or features that align with the customer’s needs and goals.
Documentation and Knowledge Sharing: Create and maintain documentation, knowledge base articles, and best practices to help customers self-serve and find solutions to common issues.
Collaboration: Collaborate with various internal teams, including sales, marketing, product development, and customer support, to ensure a seamless customer experience.
Continuous Learning: Stay up-to-date with industry trends, competitors, and emerging technologies to better assist customers in achieving their goals.