Technical Support Consultant, Customer Success

  • Cypress HCM
  • 580 California St #1400, San Francisco, CA 94104, USA
  • Nov 09, 2020
[Information Technology]

Job Description

Job DescriptionTechnical Support Consultant, Customer SuccessJob Description:Location(in orderof preference): SanFrancisco, CA ; Carpinteria, CA; Chicago, IL; New York, NYThe Technical Consultant is a key technical resource for our Customer Success Organization through sales and implementation process. The Technical Consultant works closely with our Customer Success Managers, to provide technical assistance, and consulting to ensure smooth onboarding of customers toourLearning Solutions platform. The ideal candidate will be a natural relationship builder with great communications, organization, and technical skills.Key Responsibilities:Ensure successful onboarding of customers onourLearning SolutionsPlatform, supporting with integration, authentication, and consulting efforts as needed.Support Sales, and Customer Success Managers as the key technical resource to understand customer requirements and provide appropriate solutions.Act as the primary technical interface, and a product specialist on pre-sales calls.Provide technical support to existing customers post launch and ensure that their issues are resolved to fullest satisfaction.Develop and deliver presentations that explain our products to clients and prospects.Delight the customers by providing prescriptive consulting on solutions and quickly resolve escalations when required.Provide input to internal product teams on customer needs and industry trends for product enhancementsDocument any new technical issues, investigate solutions, and communicate the solutions to the appropriate teams.Basic Qualifications:3+ years experience in the implementation of technical products and projects, especially in a subscription-based businessDeep understanding of the web stack (TCP/IP, HTTP, HTML, JavaScript, RESTful APIs)Proven experience with security protocols and enterprise user management systems (e.g. SAML, Active Directory)Preferred qualifications:BA/BS in Computer Science or equivalent practical experienceA good understanding of Learning Management Systems and how they integrate with Learning Content Delivery.Experience and/or Familiarity with Multi Auth,xAPI, Learning Record Store, and Learning Experience platformsGreat communication and presentation skills for both technical and business audiencesA good understanding of the enterprise software spaceKeen attention to detail and the ability to prioritize and manage multiple customer projects at once.Knowledge and prior use of case management and collaboration tools like SFDC, Jira or Confluence.Comfortable working in both Mac and Windows environmentsProject management capabilities and stakeholder management would be nice to haveExperience with Learning Experience platforms support and how they integrate with Learning Management system would be a huge plus
Associated topics: business, business advisory, business analysis, business analyst, consult, consultant, information technology consultant, sales, senior consultant, support analyst