Position Overview:
As part of the Customer Solutions team, your mission is to build customer loyalty and develop their use of the Yousign platform, by promoting adoption, usage and cross-sell opportunities.
As Technical Success Manager (TSM), you will play a key role in the technical support of strategic Mid-Market accounts, working closely with Account Managers (AM). You will act as the main technical contact (SPOC - Single Point of Contact) for customers after the sale, ensuring optimum adoption of the solution, while building a long-term relationship based on trust.
Your key responsibilities:
- Serve as the primary Technical Single Point Of Contact (SPOC) for all assigned Enterprise and strategic accounts. While requests will be triaged through support, the expectation is that the TSM is watching over the happenings in each of their accounts.
- Gain expert knowledge of our products and the technical solutions offered to customers, ensuring you can address complex inquiries and provide insightful advice wherever required.
- Develop a comprehensive understanding of the customer’s users, techstack, business practices and operating environments to tailor technical solutions effectively.
- Partner with your account manager to be accountable for the growth, retention and customer satisfaction of the portfolio assigned to you, through your technical process.
- Build and maintain strong relationships with clients, establishing yourself as a trusted technical partner committed to their success.
- Conduct thorough reviews of implementation-to-success handover documentation to guarantee the longevity and efficacy of the solutions provided.
- Conduct proactive reviews of their workflow setup and see how Yousign’s evolving product aligns with the customer’s strategic objectives.
- Analyse clients' technical requirements meticulously, the reason and the business context around the requirements and prepare well-structured content for the Product team to facilitate feature requests and product enhancements.
- Represent the technical “Voice of the Customer” within Yousign influencing internal teams and promoting business-value-led practices to meet and exceed customer expectations.
- Participate in Quarterly Business Reviews (QBRs) with Account Managers (AMs) to discuss account health, progress, and strategies for customer growth and retention.
- Work with our product and engineering to draft requirements around product metrics that can help with insights into product adoption and advisory.
- Work with Product to ensure test or new functionality is duly introduced to your user base.
- Understand the customer’s technical requirements, workflows and experience of the platform.
Qualifications:
- Minimum of 2 years of work experience as a CSM, Technical Success Manager, Solutions Consultant, Sales Engineer or similar role, preferably managing mid-market or enterprise customers.
- Hands-on experience with API system implementation.
- Familiarity with SaaS products/businesses.
- Analytical skills required to zoom out and solve for customer use-cases.
- A strong ability to understand customer needs and deliver solutions that are effective in the long term.
- Exceptional oral and written communication skills, with the ability to interact effectively with developers, product managers, and senior business leaders.
- Strong analytical and problem-solving skills, with a knack for addressing challenges creatively and effectively.
- Excellent presentation skills, with a proven track record of delivering engaging and informative presentations to a variety of audiences.
- Good project management skills.
- Stakeholder management skills.
Recruitment Process:
1️⃣ A first interview with Laila, Talent Acquisition Manager - 30 minutes.
2️⃣ An interview with your future manager - 45 minutes.
3️⃣ A case study that you'll discuss in a panel with the hiring managers - 60 minutes.
4️⃣ A final interview with a Director - 30 minutes.
Equal Opportunity at Yousign
At Yousign, we embrace uniqueness and ensure every team member has an equal chance to contribute.
We offer equal job opportunities and maintain transparent, fair processes across the board, including pay.
Join us at Yousign, where our differences fuel creativity and strength — Let's leap into this amazing adventure together!