About the Role
This role is responsible for managing technical relationships with key clients, guiding them through onboarding, troubleshooting advanced issues, and ensuring optimal use of platform capabilities to meet business objectives.
Responsibilities
- Act as the primary technical contact for enterprise clients during onboarding and ongoing operations
- Diagnose and resolve complex integration and API-related issues in collaboration with engineering teams
- Translate client business needs into technical requirements and implementation strategies
- Monitor client health metrics and proactively identify risks or opportunities for improvement
- Coordinate cross-functional resources to address client escalations and ensure timely resolution
- Deliver technical training and best practice guidance to client teams
- Document client configurations, workflows, and support history for continuity
- Advocate for client needs internally to influence product enhancements
- Track and report on key account metrics including uptime, usage trends, and support response times
- Maintain up-to-date knowledge of platform updates and communicate impacts to clients
- Support renewal and expansion discussions with technical validation and success evidence
- Ensure compliance with security and data handling standards across client environments
- Guide clients through major system upgrades or architectural changes
- Facilitate post-incident reviews and implement corrective action plans
- Promote adoption of new features through targeted outreach and use-case alignment
Nice to Have
- Experience in identity or access management platforms
- Working knowledge of SAML, OAuth, or OpenID Connect protocols
- Exposure to security compliance frameworks such as SOC 2 or ISO 27001
- Prior success managing technical accounts in a B2B software environment
- Technical certification in cloud or systems architecture
Compensation
Competitive salary and benefits package
Work Arrangement
Hybrid work model with flexibility for remote and office-based work
Team
Collaborative environment with engineering, support, and client success teams
What We Value
- We prioritize integrity, accountability, and a solutions-oriented mindset in every interaction.
- Team members are expected to balance client advocacy with technical realism and operational constraints.
- Continuous learning and knowledge sharing are integral to our support culture.
Growth Opportunities
- Opportunities exist for advancement into leadership roles within client success or specialized technical support tracks.
- Internal mobility is encouraged, with pathways into product, engineering, and consulting teams.
Available for qualified candidates
