Technical Relationship Manager (USA)

ControlUp

3d • Hybrid

About The Position

ControlUp is hiring a Technical Relationship Manager (TRM) to serve as a trusted technical advisor and customer advocate for enterprise customers. The role helps customers maximize the value of ControlUp solutions and supports their journey from solution design and onboarding through adoption, expansion, and optimization. TRMs design, implement, and configure solutions for customer needs, and provide strategic guidance, workshops, and best practices. The position typically manages 12–15 strategic accounts, with the goal of helping customers achieve business value and become advocates for ControlUp.

The TRM works collaboratively with customers and internal teams, including Customer Success, Sales, and Presales. The role provides technical guidance, helps customers adopt automation and AI capabilities, contributes technical collateral and internal projects, and shares AI-assisted techniques with colleagues. Occasional travel to customer sites is required, averaging one to two visits per quarter. The position reports to the Manager, TRM Americas.

Requirements

• Enterprise IT consulting experience and a strong technical foundation in endpoint and desktop management, VDI, and application virtualization, such as Omnissa, Citrix, or Azure Virtual Desktop, as well as the Microsoft ecosystem and endpoints.
• Experience in a role such as Desktop Engineer, Cloud Engineer, or EUC Specialist, with the ability to design, build, and deliver solutions in large enterprise environments.
• A track record of technical leadership and customer engagement.
• Exceptional communication skills, including the ability to translate complex technical concepts and risks into actionable insights for stakeholders at all levels.
• Hands-on fluency with AI assistants and coding tools such as Cursor, Claude Code, or Codex for writing, reviewing, and troubleshooting scripts, including validating AI-generated output before it reaches a customer environment.
• Working understanding of AI and automation in IT operations, including AI-assisted troubleshooting, automated remediation, and agentic workflows, and the ability to discuss governance, data handling, and human oversight with customers.
• PowerShell scripting skills and experience working with APIs to automate or integrate systems.
• Strong organizational, note-taking, and time-management skills.

Responsibilities

• Use active listening and consultative investigation to understand customer needs.
• Provide technical guidance on implementation best practices, solution operation, adoption strategies, performance tuning, and use-case enhancement.
• Mentor and coach customers on maximizing their ControlUp deployment and exploring new use cases.
• Partner with Customer Success Managers and Enterprise Success Managers to drive adoption, account health, renewals, and expansion outcomes.
• Help customers adopt ControlUp automation and AI-driven capabilities.
• Identify and develop technical collateral, including best practices, deployment architectures, and solution guides.
• Build and maintain deep knowledge of the ControlUp product portfolio to support customers effectively.
• Provide management with feedback on process and practice improvements.
• Contribute to internal technical projects involving new product features, benchmarking, troubleshooting, and best-practice development.
• Consult with Sales and Presales during the sales process, especially for expansion of existing customer accounts.
• Share AI-assisted techniques with the team for scripting, documentation, and analysis.
• Travel occasionally to customer sites as needed, averaging one to two visits per quarter.

Benefits

• Annual global company offsite bringing employees together in person.
• Opportunities for meaningful impact while working with cutting-edge technology in a fast-paced global environment.
• Collaborative and empowering culture that encourages learning and professional growth.
• Hybrid work model and flexibility focused on output rather than time spent in a specific chair.

What This Job Offers

• Job Type: Full-time
• Career Level: Mid Level
• Education Level: No Education Listed