Technical Customer Success Manager jobs in Plano, TX

About Crossvale:

We are a catalyst for transformation. Our passion for pushing boundaries delivers top-tier solutions for our global clientele, backed by a legacy of technological leadership spanning two decades.

Why Join Us:

Work alongside a result-oriented, global, and diverse team of practice leads, architects, and engineers that emphasizes collaboration and actionable solutions. Contribute to impactful projects in a culture defined by our core values: experience, trust, passion, and results.

Position Overview:

As a Customer Success Manager, you will help craft and execute strategies to drive our customers’ adoption and use of services, including Consulting, Solutions and Managed Services. Your technical acumen and customer-facing skills will enable you to effectively represent Crossvale within a customer’s environment, and drive discussions with senior leadership regarding incidents, trade-offs, support, and risk management.

You will provide advocacy and strategic technical guidance to help plan and build solutions using best practices, and proactively keep your customers’ environments operationally healthy. The close relationships developed with your customers will allow you to understand their business/operational needs and technical challenges and help them achieve the greatest value from our different offerings.

As a Customer Success Manager, you will collaborate closely with internal teams like Support Delivery, Engineering, and Product Management depending on the customers' environments and needs and facilitate cooperation with their other vendors, and advocate on their behalf. In this role, you are building up, maintaining, and growing long-lasting loyalty between Crossvale and our customers. 

Travel, as necessary, to visit customers or attend internal events.

Responsibilities: 

Support 

• Be the technical authority on our solutions and the trusted advisor of customers. 
• Work on debugging and resolving technical issues specific within various cloud environments like Amazon Web Services, Google Cloud Platform, Microsoft Azure, Docker, and Kubernetes 
• Conduct technical investigations of customer issues to find root causes and solutions on your own or through collaboration with fellow teammates and customer teams. 
• Perform technical reviews and share knowledge to proactively identify and prevent issues. 
• Deliver training and presentations to customer associates. 
• Maintain documentation on incident trends and identify patterns to prevent future recurrence. 
• Handle customer escalations with Crossvale, vendors and customer teams 

Customer Care

• Serves as primary point of contact for external clients and various departments/divisions to resolve service outages and outstanding issues, comply with customer requests and respond to client inquiries. 
• Help with customer onboarding and training, thus driving adoption. 
• Supervise and report on the overall well-being of customers, tracking key health and usage indicators. Build joint success plans with both our engineering team and your customers. 
• Deliver key portfolio updates and assist customers with upgrades of our offerings; advise customers on technology changes, mitigation strategies, and potential disruptions to their service. 
• Facilitate Monthly checks with Stakeholders. 
• Attend weekly meetings with your clients to review any open tickets/issues that require additional investigation/resolution and maintain engagement. 
• Organize Quarterly Business Reviews with customers and contribute to off-site events. 
• Provide advice and guidance to customers about their current and future use of Crossvale’s offerings. 
• Coordinates with clients, relationship managers and other appropriate areas to ensure clients taken care of, paperwork is properly executed, and all operational arrangements are in place to service assigned accounts, including contracts, billing, timesheets, etc. 

Continuous Improvement

• Understand requirements, challenges, and what business outcomes and value they are expecting from their purchase. Design and deliver the customer-specific use cases to align with those goals via a practical consultative approach. 
• Provides support in research and resolution of problems and inquiries. 
• Collaborate with third-party hardware and software vendors. 

 Sales

• Increase sales and market share through assigned and newly generated accounts. 
• Develops strong working relationships with assigned clients and Crossvale resources. 
• Interfaces with clients to determine present and future needs and discusses progress toward solutions. 
• Proactively identify blockers for our customers and collaborate with peers to remove them. 
• Manage developed and existing customer relationships by leveraging resources including but not limited to HubSpot and any other tool used by the Growth team. 
• Contact and meet with prospective customers to establish customer needs, hiring cycles, and build a customer intimate relationship. 
• Prepare and present sales information and effective proposals for customers. 
• Partner with Delivery team in identifying open needs at clients, qualifying those needs, presenting top candidates, and collecting and providing candidate and interview feedback. 

Internal Offerings Design 

• Act as an advocate on behalf of your customers to influence our offerings roadmap. 
• Engage with Crossvale’s engineering teams to help develop solutions, based on customer engagements as well as personal experience, which will guide the adoption of our offerings. 

Growth 

• Stay up to date with emerging technologies. 
• Keeps abreast of new products/services and changes to existing products/services. 

Preferred Skills 

• Prior professional experience working in a support, development, engineering, or quality assurance (QA) organization, including technical and communication skills. 
• Experience with operational parameters and troubleshooting for four (4) of the following: Compute / Storage / Networking / CDN / Databases / DevOps / Big Data and Analytics / Security / Applications Development in a distributed system environment. 
• Previous experience with Red Hat technologies like Red Hat Enterprise Linux (RHEL), Red Hat OpenShift Container Platform, Red Hat OpenStack Platform, Red Hat Ansible Automation Platform, etc., as well as Red Hat subscriptions 

Qualifications: 

• Bachelor’s degree in computer science, Math, or related discipline,  
• 7 years of relevant work experience 

Experience 

• Critical situation management experience 
• Extensive experience in a customer facing role with as a Customer Success Engineer or Technical Account Engineer with a background as DevOps Engineer, SRE, Cloud Infrastructure Architect or Solutions Architect 
• Track record of owning customer relationships, including implementation, renewal, and identification of expansion opportunities 

Skills 

• Self-motivated, forward looking, and innovative teammate who strives to inspire customer loyalty. 
• Effective collaboration skills for working with internal and external associates; ability to manage internal and external communication and prioritize tasks according to their importance or urgency. 
• Combination of technical and customer-facing skills and willingness to embrace and develop both. 
• Ability to manage and grow existing enterprise customer relationships by providing excellent customer experience. 
• Clear and concise verbal and written communicator 
• Ability to promote platform adoption within customer teams. 
• Excellent interpersonal/customer relations skills regarding strategic relationships 
• Proficiency in leading both executive meetings and technical workshops 
• Confirmed ability to manage numerous projects at a time while paying strict attention to details. 
• Ability to deliver results across multiple initiatives which include increasing revenue growth, customer satisfaction, feature adoption, and retention. 
• Growth mindset and willingness to learn. 
• Strong project management skills 
• Curious and have a genuine desire for learning new technologies and developing new ideas. 

Knowledge 

• Expertise in container technologies and their fundamental concepts including Kubernetes/OpenShift. 
• Ability to support customers implementing automated and containerized cloud application platform solutions. 
• Up to date knowledge of technology changes related to container orchestration, runtimes, cloud-native technologies, and development practices. 
• Knowledge of application development (microservices architecture), application troubleshooting, debugging, and tuning 
• Exceptional understanding of software development practices and continuous integration (CI) and continuous delivery (CD) pipelines 
• Scripting or programming experience with programming or scripting languages like Bash, C, or Python 

What Sets You Apart for This Role: 

• Build and nurture strong customer relationships.
• Demonstrate strong cloud architecture.
• Prove technical leadership and experience managing delivery teams.
• 10 years of experience with Architecture design, development, deployment, and support of unique technology solutions.
• Demonstrate 10 years of experience in infrastructure automation.
• Show Strong technical expertise in Microsoft Azure and Governance.
• Strong technical expertise in Containerization, Orchestration, OpenShift, and/or Kubernetes technologies and scalability.
• Experience with AWS or GCP is a plus. 
• Demonstrated 5 years of experience highlighting customer-facing experience with a history of client satisfaction and retention.
• Display a drive and commitment to achieving results. 
• Embrace new challenges with energy and urgency, highlighting an action-oriented mindset. 
• Exhibit innovation by exploring creative solutions that add value, while being comfortable with taking calculated risks. 
• Recognize the value of diverse perspectives, fostering a collaborative environment. 
• Possess strong leadership and communication skills.
• Demonstrate the ability to find efficient solutions to overcome barriers. 
• Possess excellent presentation skills.
• Possess knowledge and experience in various aspects of business operations, strategic thinking, and problem-solving.

Company Culture:

At Crossvale, we foster an inclusive culture of collaboration in a global workplace. Mutual respect, integrity, and open communication are foundational. We're equally committed to building trust with employees and customers worldwide.

What do you get:

• Competitive salary base
• Attractive OTE and Commissions.
• 100% Remote work. 
• 15 days of PTO.
• 8 Paid Holidays.
• Company-paid Life Insurance.
• Health insurance
• Vision and Dental.
• 401(k) with a 4% match contribution. 

***This position requires availability for travel required up to 20%.  

Ready to be part of a global force driving innovation and excellence? Apply now and embark on a journey of growth and success with Crossvale!