Stainless - Technical Success Manager
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Requirements
• You have a technical background (engineering, computer science, or similar) and can engage credibly with senior engineers at customer organizations • You have experience in technical account management, customer success, solutions engineering, or support engineering • You excel at building relationships and making customers feel valued and supported • You're exceptionally organized and can juggle multiple complex workstreams without dropping the ball • You have strong technical troubleshooting skills and can investigate issues methodically • You communicate clearly and effectively, both in writing and verbally, with technical and non-technical audiences • You stay calm under pressure and can manage difficult situations with empathy and professionalism • Key Competencies • Customer Happiness: You have a natural ability to keep customers satisfied, engaged, and enthusiastic about working with Stainless • Escalation Management: You handle urgent and sensitive situations with composure, clear communication, and effective problem-solving • Strategic Insight: You can identify patterns in customer feedback and point Stainless toward the right product and service decisions • Organization: You maintain clear tracking of issues, commitments, and relationships across multiple customers • Technical Investigation: You can dig into complex technical issues, ask the right questions, and triage effectively
Responsibilities
• Serve as the primary technical point of contact for Stainless's most strategic customers • Build and maintain strong relationships with technical stakeholders at customer organizations • Investigate, triage, and resolve complex technical issues, coordinating across engineering, product, and support teams • Manage escalations effectively, ensuring customers feel heard and issues are resolved quickly • Track and organize dozens of customer requests, issues, and initiatives across multiple accounts simultaneously • Translate customer needs and feedback into actionable insights for the product and engineering teams • Develop deep expertise in the Stainless platform and stay current with customer use cases • Proactively identify risks to customer satisfaction and work to address them before they escalate • Conversely, also identify areas for expansion for the customer to use new products and services!
Benefits
• We offer competitive salary and generous equity grants. • Great healthcare coverage options (e.g., fully covered platinum plans). • Paid team lunch/meals during workdays. • Flexible PTO plus 3 weeks of company-wide vacation a year (2 weeks in December, 1 week at the end of the summer). • Flexible WFH and 1 month fully remote per year ("remote February").
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