Technical Customer Success

• Manage customer expectations, project scope, and resources needed to guide our customers into maximum success with Grip through deployment, enablement, adoption, operations, and business outcomes.
• Understand our customer’s business needs, use cases, and priorities.
• Build knowledge of the customer’s environment and become their champion within Grip.
• Review customers’ evolving needs with our product management team.
• Develop and communicate Grip portfolio status, risks, and issues to all levels of stakeholders ranging from technical staff to executives.
• Create custom reporting for our clients using SQL.
• Create overtime progress visuals and reporting visuals using BI tools.
• Define the agreed success metrics with customers and periodically review of the success levels with stakeholders.
• Organize internal stakeholders to represent customer requirements from support escalations, feature enhancement requests, and integration requests.
• Lifecycle support management, including support tickets, escalations, and bug project management.
• Gather feedback for client references, beta testers, G2 reviews, and use cases, and working with the Marketing and product teams on these.
• Provide our sales team with client-initiated referrals.
• Present new Product features and enhancements to clients in a format that is easily understood to increase adoption of Grip.
• Work with Sales, Finance, and Admin teams on customer renewals and upsells.
• Pass leads to Sales on any new opportunities/upsells on existing clients as new SKUs become available.
• Track clients’ health scores and communicating and escalating any risks.
• Be accountable for the solution provided to the customer to ensure great service, response times, and customer satisfaction and success.
• Create enablement content, and QBR & AER materials.

Technical Customer Success Manager – CT, MT

Customer Success Engineer

Senior Technical Customer Success Manager

Customer Success Engineer, Strategic

Customer Success Engineer

Technical Customer Success Manager