FastSpring - Technical Success Manager
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Requirements
• 3–5 years in a customer-facing technical role (TAM, TSM, or Sales Engineering), ideally in a B2B SaaS environment. • Communication: proven ability to translate complex technical concepts to non-technical stakeholders (and vice versa). Strong internal communication skills are a must, especially using online collaboration tools such as Slack and email. • Communication: • Problem Solving: ability and mindset to creatively and quickly investigate issues, problems or to test out suggestions before presenting to a customer or before escalating to FastSpring's engineering team. Candidates must be comfortable using logs, writing quick test code, investigating API responses and troubleshooting independently. • Problem Solving: • Project Management: experience managing multiple projects or accounts simultaneously with a high degree of organization. • Project Management: • Data literacy: experience building and working with data queries, pulling and analysing reports and data, deriving insights and compelling narratives from that data to share with clients (or internal stakeholders). • Data literacy • Tools & Technology: • Tools & Technology: • Front-end: HTML, CSS, JavaScript required; SPA experience (ReactJS, Vue, etc). • Front-end: • Back-end / APIs: should be comfortable with server-side development: webhook listeners, API calls, experience with at least one back-end framework such as Node.js, PHP, .NET, etc. • Back-end / APIs: • Productivity & Collaboration: Slack, Google Workspace, Zoom (or equivalent tools. • Productivity & Collaboration: • Analytics/Data: Looker, SQL or other equivalent business intelligence/data analysis tool or language. • Analytics/Data • Payment domain knowledge: familiarity with payments landscape and payment methods, card processing, transaction lifecycle, fraud, 3DS, tokenisation, subscription management, compliance, etc. • Payment domain knowledge: • Business & Engineering Tooling: Salesforce, Gong, Jira, Confluence • Business & Engineering Tooling • eCommerce & Analytics: payment gateways, Google Analytics/Google Tag Manager • eCommerce & Analytics • AI: confident but considered usage of LLM AI systems to enhance work, research, investigate issues, expedite development, etc. • FastSpring is an EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION employer. Candidates are considered for employment with FastSpring without regard to their race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, veteran status (specifically status as a disabled veteran, special disabled veteran, Vietnam Era veteran, recently separated veteran, armed forces service medal veteran, or other protected veteran) or other classification protected by applicable federal, state or local law.
Responsibilities
• Serve as the primary relationship manager and contact for FastSpring's more technically sophisticated and engaged clients. These are accounts that require a high degree of ownership, collaboration and a deep understanding of their business and solution end-to-end. The focus of this role is fully owning the relationship with these clients on a day-to-day basis. • Provide actionable guidance, solution recommendations, integration and domain expertise, and proactive technical leadership. • Connect technical needs to business outcomes, ensuring that technical engagement and solutions directly support long-term customer revenue goals and growth. • Translate client technical requirements or challenges into short-term Product & Engineering feature requests or bug fixes as well as long-term input into FastSpring's strategic roadmap. • Collaborate with the broader Customer Success Engineering and Customer Success teams in their client work, leveraging each other's experience and expertise to support clients. Share best practises and technical insights to strengthen the Customer Success team as a whole. • Proactively identify, forecast and progress commercial opportunities with FastSpring's managed clients. • Lead executive business reviews on a regular cadence with clients. • Operate cross-departmentally, working closely with FastSpring's Success, Support, Sales, Marketing, Finance, Product and Engineering departments.
Benefits
• FastSpring is an EQUAL EMPLOYMENT OPPORTUNITY/AFFIRMATIVE ACTION employer. Candidates are considered for employment with FastSpring without regard to their race, color, religion, national origin, age, sex, gender, pregnancy, disability, sexual orientation, gender identity, genetic information, military status, veteran status (specifically status as a disabled veteran, special disabled veteran, Vietnam Era veteran, recently separated veteran, armed forces service medal veteran, or other protected veteran) or other classification protected by applicable federal, state or local law.
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