Technical Customer Success

• Be the primary point of contact and build long-term relationships with clients.
• Client champion within Merkle Science who will work closely with the product team to advocate for customer requirements and identify new opportunities.
• Develop a trusted advisor relationship with key accounts, client stakeholders and executive sponsors.
• Ensure the timely and successful delivery of solutions according to customer needs and objectives.
• Communicate clearly the progress of monthly/quarterly initiatives to internal and external stakeholders.
• Forecast and track key account metrics.
• Update job knowledge by participating in educational opportunities; reading professional publications; maintaining personal networks; participating in professional organizations.
• Enhance department and organization's reputation by accepting ownership for accomplishing new and different requests.
• Responsible for keeping current clients satisfied and delivering exceptional client service on a day-to-day basis.
• Monitor and analyze client’s usage of our product to be proactive if utilization drops.
• Responsible for working with the Sales team to onboard and integrate new clients and developing existing client relationships.
• Responsible for product adoption and in turn, client retention.
• Liaise between the client and internal teams to advocate on the clients’ behalf.

Technical Customer Success Manager

• Partner directly with customers to troubleshoot technical issues related to integrations, SDK implementations, APIs, survey deployments, and platform configuration
• Lead technical onboarding and implementation support to help customers successfully roll out Sprig across their teams and workflows
• Conduct technical demos and solution consultations aligned to customer business goals and technical requirements
• Collaborate closely with Product and Engineering teams to help isolate common customer requests, test workarounds and new feature releases, and make technical documentation updates to assure customer success
• Act as a trusted advisor to customers by recommending best practices, creative solutions, and scalable workflows that maximize platform adoption and long-term success
• Partner closely with Sales and Customer Success teams to support technical evaluations, expansions, and customer growth opportunities

Customer Success Engineer

• Align Omnea’s platform with customer needs and troubleshoot complex integration challenges
• Serve as the first line of defense for customer requests and issues
• Collaborate with the Omnea Product team and share feedback from customer interactions
• Lead continuous improvement efforts for internal tools and processes

Client Success Engineer

• Own Omnea’s most complex customer-side technical work in the US
• Act as a senior technical authority across the business
• Help establish how we support and scale enterprise customers from our New York hub
• Collaborate directly with leading tech companies like Spotify and McAfee
• Own and lead the resolution of high-impact customer challenges
• Act as the escalation point for critical customer issues in the US
• Identify patterns across US customer issues and translate them into actionable input for Product and Engineering
• Maintain a deep understanding of Omnea’s architecture, configuration patterns, and integrations

Senior Client Success Engineer

• Shape the success journey for customers
• Become an expert on the Dreamdata platform and its integrations
• Support both existing customers and the sales team during pre-sales
• Drive adoption and usage
• Provide technical acumen as well as marketing expertise

• Act as the technical delivery leader for Professional Services engagements, ensuring customer outcomes are achieved within scope, schedule, budget, and resource constraints.
• Work backwards from customer business and technical outcomes to define success criteria and delivery plans.
• Manage cross-functional delivery teams, including internal and external stakeholders, to ensure seamless execution.
• Monitor project health, identify risks, and implement mitigation strategies to ensure successful delivery.
• Serve as the primary point of contact for customers, fostering strong relationships and ensuring satisfaction.
• Partner with the account team to identify and coordinate technical pursuits, including scoping, solutioning, and estimating effort for migration programs as part of account expansion.
• Develop customer-tailored project proposals and statements of work (SOWs) that align with customer needs and Vercel’s capabilities.
• Support Vercel engineers when presenting technical solutions to customers, addressing their business and technical challenges.
• Collaborate with sales and solutions engineering teams to ensure alignment on customer requirements and proposed solutions.
• Contribute to the development of new service offerings, leveraging customer insights and industry trends as directed by the Global Head of Professional Services.
• Help mature Vercel’s Professional Services delivery capabilities by defining best practices, templates, and frameworks.
• Help drive partner attachment and engagement on shared customers.
• Mentor and guide team members to enhance their delivery expertise.
• Collaborate with internal teams to refine processes and develop tools for improved efficiency and scalability.

Senior Technical Engagement Manager

• Collaborate with multiple customers to ensure successful adoption and satisfaction with Rasa products.
• Provide technical guidance and strategic advice to help customers optimize their AI assistants, with a focus on best practices and long-term success.
• Support customers through reactive issue resolution, escalating to other teams when necessary.
• Capture and communicate customer insights to Rasa’s product and engineering teams to help shape product development.
• Participate in Rasa internal training and education sessions.

Senior Customer Success Engineer

• Install, configure, and support Internet-based applications using Microsoft technologies (.NET, IIS, Visual Studio)
• Manage and optimize Microsoft SQL Server databases and associated tools
• Troubleshoot and resolve complex infrastructure and application issues with minimal supervision
• Participate in escalated or high-priority projects with short notice
• Ensure secure system operations and proper handling of sensitive data in compliance with data privacy laws and industry standards
• Work closely with clients to understand infrastructure requirements and deliver client-facing documentation (e.g., Infrastructure Plans, Test Plans, Whitepapers)
• Develop and maintain formal documentation, tools, and processes to improve team efficiency and consistency
• Collaborate with development, QA, and operations teams to ensure end-to-end system reliability and performance

Technical Implementation Specialist

• Coordinate post-sales deployment programs for a portfolio of enterprise manufacturing customers
• Own operator and site-level adoption: design and deliver training programs for operators, supervisors, and plant managers
• Drive change management at the account level: diagnose why adoption stalls
• Use SQL and scripting to query platform data, validate deployed configurations, build adoption dashboards, and troubleshoot data pipeline and product issues at customer sites
• Track adoption health across your account portfolio using platform data
• Articulate ROI in the customer’s language
• Contribute to expansion cases by identifying and sizing additional sites, lines, and use cases based on proven deployment success
• Close the feedback loop with Product and Engineering by translating field observations and product gaps into structured input that informs roadmap

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Technical Customer Success Manager

Customer Success Engineer

Client Success Engineer

Senior Client Success Engineer

Technical Customer Success Manager

Senior Technical Engagement Manager

Senior Customer Success Engineer

Technical Implementation Specialist

Customer Success Engineer