Technical Customer Support Manager jobs in Rochester, MN

Technical Program Manager

Who we are? At Unbxd, we're building the world's largest search intelligence products. Huge opportunity to work with a close-knit, highly driven, and highly skilled set of team members who think big and execute beyond what is expected.The challenges cut across algorithmic problem solving, systems engineering, machine learning and infrastructure at a massive scale.

Working with us? An opportunity for innovators, problem solvers & learners.  Working with is Innovative, empowering, rewarding & fun. Amazing Office, competitive pay along with excellent benefits package.

What do you contribute? You will lead the implementation of Unbxd products for various Ecommerce clients located across the globe. You will oversee the entire project lifecycle including setup, test, launch and post-launch activities. This includes managing project schedules, identifying risks and clearly communicating them to all project stakeholders. This role also involves cultivating deep strategic relationship with Unbxd clients.

Responsibilities

• Main point of contact and relationship manager for the client’s e-commerce optimization, product discovery and Unbxd offerings.
• You must manage and drive the technical implementation to a successful conclusion requiring strong program and project management skills coupled with a technical background.
• Success in the role will be measured by on time, error free delivery, with high customer satisfaction and brand representation.
• Coordinate relevant resources for integration and custom development projects.
• Account optimization
• Transform client feedback into working ideas and test them with clients.
• Coordination of Monthly / Quarterly Technical Reviews.
• Work with customers on scaling Unbxd solution offerings with use of right Data Analytics.
• Help clients in their day to day challenges by delivering innovative and scalable solutions to their problems and troubleshooting their issues.
• Perform implementation reviews, evangelize new product features and ensure the prompt and proper resolution of technical challenges.
• Guarantee the technical aspects of your customer deployments by providing necessary documentation and technical guidance.
• Improve product offerings by providing customer feedback on features to Product Management and Engineering.
• Conduct customer training.

Experience

• BE/BTech degree in software engineering or related field (in lieu of degree, relevant skills or equivalent experience).
• Experience managing customers both large and small and knowing how and why to manage them differently.
• Demonstrate true passion for customers and for Customer Success. Solid experience in problem analysis and resolution of software problems.
• Demonstrate experience in account management and customer success, preferably for SaaS products.
• Strong listening and coordination skills to appreciate customer's concern and work along with tech team to successfully resolve them.
• Should have exemplary written and verbal communication skills to work along with international customers (US, Europe etc).
• 3-6 years’ experience in a customer-facing role preferably at a SaaS company.
• Data analysis and good data-driven decision-making skills.
• Strong project management skills.
• Thrive in a multi-tasking environment with strong ability to adjust priorities on-the-fly.
• Knowledge of technologies - deep in one, conversant in many.

Want to Join us? Please share your resume/cv to help us understand more on the hardest challenges/ problems you've ever diagnosed and solved? Explain it in your cover letter in as much detail as you would like.