Technical Customer Success Manager jobs in Tucson, AZ

Who we are

StorSuite is a vertically integrated, asset-based service provider established to support owners and operators within the self-storage industry. Our team of experts with extensive knowledge in operations, marketing, technology, tenant protection, and investments is uniquely equipped to enhance operational efficiency and accelerate client growth. Our central values of authenticity, transparency, and excellence are at the core of everything we do. We are committed to enhancing the success of our customers by providing customized, innovative solutions that will drive mutual success.

StorSuite's IoT division, focused on automated tenant communication services, is now seeking an Operations Manager. This role involves overseeing a diverse portfolio of both physical and digital offerings, aimed at streamlining interactions among property owners, managers, and tenants. The division is particularly specialized in delivering advanced communication solutions such as QR codes, NFC tags, Bluetooth beacons, among other services, to enhance the efficiency of property management.

Who you are

At StorSuite, we seek a dynamic, motivated individual with a passion for client engagement and a deep commitment to continuous learning and industry trend adoption. The ideal candidate is skilled in communication across diverse groups, from tech enthusiasts to executives, and excels in fast-paced environments. Your role will involve leading client onboarding processes, leveraging your expertise in technical support and software services, and fostering positive client relationships. You are recognized for your problem-solving abilities, leadership qualities, and your drive to influence and educate for the greater good.

What you’ll be doing

You will be responsible for the overall client experience. Including client satisfaction, strategy and execution of services for your collection of client accounts. You will lead the onboarding and client success team to manage projects and deliver results.

Here are a few things you might accomplish in the day-to-day, but since we can’t think of everything, don’t hold us to it.

Key Responsibilities:

Client Success

• Serve as the primary point of contact for clients through both onboarding journey and account management offering guidance and support to facilitate a seamless experience.
• Effectively communicate to all clients, ensuring appropriate understanding and resolution of their needs, and internal technical partners, providing support and oversight of their daily processes.
• Responsible for providing support for the onboarding and recurring maintenance of client accounts.
• Identify clients' concerns, pain points, and improvement ideas, and adeptly relaying this information through appropriate channels to enhance the customer experience.
• Conduct monthly meetings with clients to ensure ongoing communication and collaboration including discussing reports in a clear and effective manner.
• Facilitate the comprehensive account setup process for new clients. This requires the technical understanding of digital aspects—such as creating accounts, activating and pairing serialized hardware, recurring task maintenance for our team of developers—and a close attention to detail of physical aspects– including the visual quality assurance of items such as maps and stickers, the attaching of (Near Field Communication) NFC decals to materials, reviewing Bluetooth beacons and hardware necessary for shipment to clients.
• Have a comfort reviewing and approving research submissions (such as maps and property layouts) specific to each client, oversee validating Bluetooth beacon placement necessary in ensuring accuracy, completeness, and optimal positioning throughout the process.
• Develop, update, and maintain Standard Operating Procedures (SOPs) for the team to uphold efficient operations.
• Comfortable conducting task planning meetings, daily stand-ups, task reviews, and retrospectives to ensure project progress and team alignment.
• Represent a level of professionalism and discretion in handling proprietary technology and sensitive client information.
• Understanding of the laws and regulations surrounding client representation and customer contact initiatives, ensure that our services maintain compliance.
• Ability to identify potential client needs as relevant in sales pipelines.

Technical Support

• Collaborate with the members of our offshore technical support and development teams.
• Assist in further expanding and implementing increased checks and balances as our client demands continue to grow.
• Own varied real time support channels including but not limited to phone, video conferencing, email and chat.
• Further refine and establish Key Performance Indicators that promote measurable customer satisfaction while ensuring accountability for deliverables within our teams.
• Further develop and maintain recurring communications within technical support focused on meeting deadlines and reducing delivery times.
• Monitor system performance and report on any downtime or disruptions, working proactively to minimize impact on client operations.
• Assist in daily and weekly quality assurance testing procedures, Identify and report any issues or discrepancies in the platform.
• Gather client feedback on technical support experiences to continuously improve service quality and effectiveness. Relay details as relevant to product development managers for future improvements.

What you will need to do it

• Bachelor’s degree in Business Administration, Operations Management, or related fields, with openness to further certification, such as Project Management Professional (PMP).
• 3-5 years of experience in project management within marketing and technology sectors, demonstrating a strong foundation in operations management.
• Experience managing and motivating both on-site and remote, offshore teams.
• Skilled in utilizing KPI data and customer feedback for providing effective coaching to employees.
• A strong proficiency with varied project management tools like Jira and Zoho.
• Experience with both Apple and Windows Operating Systems.
• Comfort in using Apple and Android mobile platforms.
• Possess knowledge of Sprint, Agile or Waterfall methodologies for effective project management and team collaboration.
• Availability to work in-office. This is not a remote or hybrid position.

Why you’ll be doing it

• Competitive compensation, health/vision/dental benefits, 401K match
• Up to four weeks of paid time off (and yes we expect you to take it) plus holidays
• A casual dress environment
• Camaraderie with a constantly collaborative team
• The opportunity to help shape the company - we want your expertise
• A culture that fosters grown and pushes you to reach further personally and professionally

If you are an enthusiastic CSM professional who is eager to make an impact and drive success for our clients, we would love to hear from you. Join our team at StorSuite and be a part of a dynamic and collaborative team where your expertise and passion for technology and operations will be valued and celebrated.

Job Type: Full-time

Pay: $55,000.00 - $65,000.00 per year

Benefits:

• 401(k)
• 401(k) 2% match
• Dental insurance
• Flexible spending account
• Health insurance
• Paid time off
• Vision insurance

Schedule:

• Monday to Friday

Ability to Relocate:

• Tucson, AZ: Relocate before starting work (Required)

Work Location: In person