Reporting to the SVP of Technical Customer Success, our Technical Customer Success Consultants engage with organizations to maximize ROI throughout the Teneo services lifecycle, working to increase retention and increase the number of Teneo services provided to our core customers.
Key Responsibilities
- Collaborate closely with Sales Account Managers/Account Executives, Technical Support, Service and Engineering teams at Teneo to deliver meaningful outcomes and increase business value to your assigned customers.
- Become the trusted technical advisor to assigned customers to identify key technical strategies that will result in providing the greatest business value to the customer, expand adoption of Teneo services, and increase customer satisfaction and loyalty.
- Act as customer advocate, collaborating with internal Teneo teams, including product management, service delivery, sales, and finance, to ensure customer satisfaction from a technical perspective.
- Oversee the onboarding of services and technologies to new and existing customers.
- Be a main point of contact for assigned customers and establish a regular communication cadence in order to develop strong relationships.
- Track & monitor customer status, identify areas of concern and pursue growth and upsell opportunities.
- Participate in RFI and RFP process by providing technical answers and solution designs as needed.
- Deploy and provide professional services around Teneo service offerings and the technologies behind them.
- Work with the wider services team to ensure success of new technology or service trials.
- Provide technical input into the implementation of Teneo services based on feedback from customers.
- Provide 1st, 2nd and 3rd line support when necessary.
Knowledge
- General knowledge and experience in the areas of IT visibility, performance and security solutions and technologies.
- Broad understanding of how technologies and services are integrated to accomplish a customer’s desired business outcomes, examples include visibility solutions involving packet, flow, or other instrumentation, enterprise route/switching topics including MPLS, WAN Optimization, and SD-WAN, security concepts including next-generation firewalls, EDR/MDR, and SASE.
- Demonstrative experience in giving demonstrations, conducting proof of concepts, and performing professional services.
Skills
- Ability to uncover business challenges and desired outcomes to develop a strategy to address
- Ability to use CRM and other SaaS tools to track activity and accomplish priorities
- Ability to thrive in a dynamic and growing environment
- Relationship management skills
- Communication skills – written and verbal
- Analytical and logical
- Problem solving skills
- Organized and efficient
Qualities
- Enthusiastic
- Helpful
- Curious
- Open-minded
- Driven
