TECHNICAL SUCCESS MANAGER

Do you thrive at the intersection of technology, people, and process? Are you passionate about turning user feedback into meaningful product improvements? Do you love driving adoption and making technology tools work smarter for everyone? If so, let's chat!

The Technical Success Manager is responsible for owning and optimizing the organization's technology tools while driving adoption and ensuring a seamless user experience. This role serves as a bridge between technical solutions and business needs-working closely with both internal teams and external users to ensure tools deliver maximum value.

The ideal candidate combines strong technical aptitude with excellent communication and relationship management skills. They play a key role in onboarding users, managing technical escalations, identifying opportunities for improvement, and influencing product direction through feedback and data-driven insights.

WHAT YOU'LL BE DOING :

Tool Ownership & Optimization

o Own and maintain technology tools, ensuring they meet business and user needs.

o Drive adoption of tools by developing engagement strategies, training materials, and regular user communication.

o Keep a prioritized list of desired improvements, enhancements, and bug fixes.

o Identify, track, and communicate bugs or system issues to internal development or vendor teams.

Customer & User Engagement

o Maintain regular communication with external users, serving as the primary technical point of contact.

o Manage delivery of technical products and services to ensure customers understand the full product offering.

o Provide onboarding, troubleshooting, and ongoing support to ensure successful tool utilization.

o Build and maintain strong relationships with users, acting as an escalation point and trusted technical advisor.

Cross-Functional Collaboration & Product Direction

o Partner with internal departments (Product, Development, Operations, etc.) to translate customer needs into actionable product features or process improvements.

o Provide clear and constructive feedback to management on product performance, functionality, and user requirements.

o Contribute to project leadership efforts, helping define goals, timelines, and deliverables for technology initiatives.

o Maintain current functional and technical knowledge of supported products or service lines.

Continuous Improvement & Market Awareness

o Help document best practices for developing, deploying, and supporting tools and solutions.

o Identify opportunities for process improvement through Six Sigma, Agile, or other continuous improvement methodologies.

o Monitor industry and market trends to anticipate user needs and support the development of forward-looking solutions.

WHAT YOU'LL NEED FOR THE POSITION :

• Bachelors Degree in Business Management, Business Administration or similar field or equivalent education and work experience required
• 3-5 years experience managing products / projects with an emphasis on technical tool adoption.
• Proven experience working with or managing technology tools, platforms, or products in a customer-facing capacity.
• Strong problem-solving and analytical skills with a focus on continuous improvement.
• Excellent communication, presentation, and relationship management skills.
• Experience collaborating with cross-functional teams, including developers, product managers, and business stakeholders.
• Knowledge or experience in Six Sigma, Continuous Improvement, Product Ownership, or working with a development team using Agile or Kaizen methodologies.
• PMP, PMI-ACP, or similar certification is a plus but not required.
• Ability to balance technical details with strategic thinking and customer empathy.
• Technically curious and proactive in identifying opportunities for improvement.
• Skilled in simplifying complex topics for both technical and non-technical audiences.
• Organized, self-motivated, and comfortable leading multiple initiatives simultaneously.
• Passionate about creating great user experiences and driving product success through collaboration.