Technical Customer Success Manager (Deployments) - Quip

New York City, NY, United States
Posted 6 days ago
Main Location
San Francisco, CA, United States
Open jobs

Our goal at Quip is to build a new class of productivity tool that every person at every company enjoys using every single day. We're looking for a Technical Customer Success Manager (TCSM) to be our customer-facing, post-sale technical expert for enterprise deployments of Quip.

The TCSM will work in partnership with Customer Success, Product and Engineering to drive the deployment of Quip to the largest organizations in the world. You will enable business change through the management of complex, ambiguous programs that span across teams, timezones and organizations.

As part of the Customer Success team, you'll know the product inside and out, you'll help our customers maximize the possibilities of Quip, and you'll focus on building strong, trusted relationships both externally with customers and internally with our teams. This role requires expertise in strategic thinking, on-the-fly discovery and consultative solution development. You're not just an executor — you're a builder. You love learning the customer's business, understanding their needs and figuring out the best path to mutual success.

You're a creative, solution-focused professional who can both take and give direction. You're self-sufficient and proactive. You thrive in a scaling, ambiguous environment. And you build automations because you absolutely hate doing the same thing twice.

If you have an innate curiosity, can communicate as effectively with C-level customers as with engineers, can navigate and manage complex technical initiatives, and can identify and implement solutions to achieve wide-spread adoption for Quip's customers, we want to talk to you!

Core Responsibilities
  • Partner with our Customer Success Managers to identify, address and solve technical challenges, gaps and opportunities for Quip's enterprise customers during deployment
  • Lead consultative discovery sessions with customers to scope their technical deployment requirements and success criteria
  • Own and project manage the execution of these technical initiatives, actively keeping all external and internal stakeholders in the know. Identify, report and manage risks, assumptions, and mitigations at the delivery level
  • Identify and implement automations and processes to continually increase efficiency for customers and Quip employees alike
  • Develop and exhibit technical subject matter expertise for Quip, including architecture, security, compliance, and product roadmap
  • Build strategic relationships across Customer Success, Product Management, Engineering, and other Quip teams to provide insightful customer feedback and advocate for product improvements on behalf of our customers
Skills and Requirements
  • 5+ years experience managing large, complex initiatives and projects from initiation to completion
  • Strong written and oral communication skills, experience communicating with senior-level stakeholders
  • Knowledge of REST APIs, SAML/SCIM, SSO, SAML, Python, Javascript, React; or the ability to learn them quickly
  • Eagerness to self-learn new technologies based on customer need
  • Ability to drive cross-functional project teams from ideation to solution
  • Experience and/or credentialing in project management methodologies (PMM)
  • Customer-obsessed & self-motivated to drive solutions from idea through execution
  • Passion for learning and working with others to improve yourself, the team, the product, the company
  • Familiarity with Salesforce and Salesforce development a strong plus
  • Willingness to travel (up to 25%)
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