Overview
Technical Success Manager –
Role Purpose:
Location- US (Remote) – occasional travel required
Level – Manager
Department – Customer Success
Benefits – Benefits at Ideagen
Salary – To be discussed at next stage
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.
Working alongside Customer Success Managers, Product, Development and Operations teams, you will focus on proactive technical consulting, solution design and delivery. You will help customers identify opportunities for continuous improvement, translate business requirements into scalable technical solutions, and deliver enhancements through Ideagen’s Customer Success Plan (CSP) model.
This is a highly technical, customer-facing role that combines solution consulting, application configuration, reporting, integrations and customer engagement. Rather than focusing on break/fix support activities, you will be responsible for planned technical delivery, customer adoption and ongoing optimization of customer environments.
Responsibilities:
- Serve as the primary technical advisor for assigned Premier customers, building trusted long-term relationships and guiding technical strategy.
- Partner with Customer Success Managers to align technical delivery activities with customer objectives, roadmaps and success plans.
- Analyze customer business requirements and translate them into scalable technical solutions, configurations and implementation plans.
- Design, configure, test and deploy application enhancements using Ideagen’s platform and established best practices.
- Deliver professional services activities included within Customer Success Plans, driving continuous improvement across customer implementations.
- Build and enhance reports, dashboards, KPIs and analytics solutions using SSRS or similar reporting technologies.
- Write and troubleshoot SQL queries to support reporting, analysis, data validation and solution delivery activities.
- Manage and support data conversions, reference data loads and system integrations where required.
- Advise customers on platform capabilities, solution design options, technical trade-offs and recommended approaches.
- Facilitate customer workshops, requirements-gathering sessions and technical design discussions.
- Deliver technical training, knowledge transfer and guidance to customers on new functionality and best practices.
- Collaborate with Release Planners by providing technical assessments, effort estimates and implementation considerations.
- Work closely with Product, Development, Operations and Professional Services teams to ensure successful customer outcomes.
- Follow established Software Quality Assurance (SQA) processes while maintaining high standards of delivery and documentation.
- Manage multiple technical initiatives simultaneously while ensuring commitments and deadlines are consistently met.
- Identify opportunities to improve platform utilization, increase adoption and deliver measurable business value for customers.
Skills and Experience:
About You:
- Bachelor’s degree in Computer Science, Engineering, MIS, or a related technical discipline.
- 4+ years’ experience in a customer-facing technical role, such as Technical Account Manager, Solutions Consultant, Business Analyst, or similar.
- Experience working with enterprise software, SaaS platforms, or configurable business applications.
- Strong ability to gather requirements and translate business needs into technical solutions.
- Hands-on experience configuring, enhancing, and delivering solutions in complex software environments.
- Strong SQL skills, with experience writing and troubleshooting queries.
- Experience with SSRS or similar reporting and business intelligence tools.
- Understanding of relational databases, system integrations, and REST APIs.
- Excellent analytical, problem-solving, and root-cause investigation skills.
- Strong communication skills, with the ability to engage both technical and non-technical stakeholders.
- Proven ability to manage multiple priorities and customer deliverables in a fast-paced environment.
- Experience delivering customer workshops, training, and technical consultancy.
- Familiarity with Agile delivery methodologies is advantageous.
- Ability to obtain and maintain security clearance/background checks where required.
- Passionate about helping customers achieve business outcomes through technology and continuous improvement
About Ideagen
Ideagen is the invisible force behind many things we rely on every day – from keeping airplanes soaring in the sky, to ensuring the food on our tables is safe, to helping doctors and nurses care for the sick. So, when you think of Ideagen, think of it as the silent teammate that’s always working behind the scenes to help those people who make our lives safer and better. Everyday millions of people are kept safe using Ideagen software. We have offices all over the world including America, Australia, Malaysia and India with people doing lots of different and exciting jobs.
We’re building a future-ready team, and AI is part of how we work smarter. If you’re curious, adaptable and open to using AI to improve how you work, you’ll thrive at Ideagen!
What is next?
If your application meets the requirements for this role, our Talent Acquisition team will be in touch to guide you through the next steps.
To ensure a flexible and inclusive process, please let us know if you require any reasonable adjustments by contacting us at recruitment@ideagen.com. All matters will be treated with strict confidence.
At Ideagen, we value the importance of work-life balance and welcome candidates seeking flexible arrangements. If this is something you are interested in, please let us know during the application process. Enhance your career and make the world a safer place!
IMPORTANT: Before applying for this role, please make sure you have the right to work in the country where the role is based. Unless it clearly stipulates within in the job advert above that the hiring company is looking to or able to sponsor applicants it is deemed that the hiring employer will only consider applications from those able to comply with and work in the country where the role is based.
