Technical Success Manager

Ideagen•,

12d•Remote

About The Position

At Ideagen, our customers rely on us to help them get the most value from their solutions long after implementation. As a Technical Success Manager, you will become a trusted adviser and dedicated point of contact for a portfolio of strategic customers, owning the relationship throughout the post-implementation lifecycle. This role sits within our Customer Success organisation and combines customer engagement, technical consultancy, solution delivery and support. You'll work closely with customers to manage incidents, deliver enhancements, coordinate releases and ensure they continue to realise value from their Ideagen solutions. The role is highly customer-focused and hands-on, with the majority of your time spent configuring, enhancing and supporting solutions. Working alongside Customer Success, Product and Engineering teams, you'll act as the bridge between customer objectives and technical delivery, helping ensure every engagement delivers measurable business value.

Requirements

Experience in a customer-facing role within a software, SaaS or technology environment.
Strong technical aptitude and an understanding of how systems, applications and data interact.
Knowledge of relational database concepts and data structures.
Experience working with reporting, analytics or business intelligence tools.
The ability to translate technical concepts into clear, practical guidance for customers.
Excellent communication and stakeholder management skills, with confidence engaging at all levels of a customer organisation.
Strong organisational skills and the ability to manage multiple priorities simultaneously.
A consultative approach, focused on understanding customer needs and delivering measurable value.
Experience coordinating technical releases, enhancements, incidents or customer projects.
Strong troubleshooting and problem-solving skills, with the ability to remain calm under pressure.
The ability to balance strategic customer conversations with hands-on technical delivery work.
Passionate about helping customers succeed.
Enjoy building long-term partnerships, taking ownership of outcomes and using your technical expertise to deliver exceptional customer experiences.

Responsibilities

Act as the dedicated technical contact for assigned customers, building trusted, long-term relationships.
Manage the post-implementation customer lifecycle, ensuring customers maximise the value of their Ideagen solutions.
Own and resolve customer incidents, service requests and technical escalations.
Coordinate and deliver product enhancements, feature releases and solution updates.
Manage multiple customer initiatives simultaneously, keeping stakeholders informed and engaged.
Facilitate testing, gather feedback and support successful deployments.
Configure, maintain and enhance solutions within Ideagen's low-code/no-code platform, with the majority of your time spent on hands-on platform work.
Translate customer requirements into effective, scalable solutions.
Identify opportunities for process improvements and increased customer value.
Create reports, dashboards and insights that support customer objectives.
Collaborate with Product, Engineering, Support and Customer Success teams to deliver successful outcomes.
Take ownership of deliverables, ensuring work is completed to a high standard and within agreed timelines.
Support user adoption through training, guidance and knowledge sharing.
Advocate for customer needs and feedback across the business.