Technical Customer Success Manager - IT

Excellent Job opportunity for Technical Customer Success Manager_ EST Time zone

Job Overview:

The Customer Success Leader at Intuitive is a senior leadership role responsible for championing the overall success of our customers. Drawing from expertise in cloud technology, scaled agile processes, and program management, this role requires a dynamic leader adept at strategizing, mentoring teams, and influencing both internally and externally. The Customer Success Leader will work closely with cross-functional teams, clients, and partners, ensuring top-tier delivery, exceptional communication, and building strong customer relationships.

EST Time Zone- 6 PM to 3 AM.

Required Qualifications:

- Bachelor's/PG degree in a relevant field or equivalent experience.

- 8+ years of technology-driven initiatives, with 5+ years of customer-facing roles.

- Experience in leading large-scale, technical, or engineering programs.

- Proven expertise in project management and development methodologies.

- Strong communication skills (verbal, written, and presentation).

- Ability to thrive in a dynamic, ambiguous, and customer-focused environment.

- Willingness to travel up to 20% depending on requirements.

Key Responsibilities:

Opportunity & Sales Collaboration:

- Partner with Sales Leaders from the lead identification stage through to the completion of the sales cycle, ensuring customer success principles are embedded from the start.

- Engage in initial customer meetings to understand business objectives, identify key stakeholders, and collaborate in shaping the proposed solutions.

- Initiate regular cadence calls and reviews with key stakeholders, ensuring they are well-informed and aligned on the proposed solution, pricing, and success criteria.

- Collaborate with the PMO team to onboard the future Project Manager, ensuring a smooth transition from sales to delivery.

- Conduct quarterly reviews, gathering inputs from various teams and stakeholders, and documenting lessons learned to continuously improve customer engagement processes

Expertise & Thought Leadership:

- Serve as a trusted advisor at the CXO/VP level or equivalent.

- Demonstrate a deep understanding of cloud technologies, their value propositions, and associated best practices.

- Offer strategic insights on cloud technology practices and trends, influencing product and service developments at Intuitive.

Delivery & Execution:

- Lead multi-stream technical engagements, ensuring high quality and timely delivery.

- Manage customer expectations, scope, and project budget effectively.

- Monitor project lifecycle, addressing issues, mitigating risks, and ensuring successful delivery within set parameters.

Team Building & Development:

- Foster a cohesive team environment, addressing team dynamics and building relationships across all engagement levels.

- Showcase excellent people management skills, influencing outcomes even without direct authority.

- Mentor junior engagement managers, fostering the development of Intuitive's future leadership.

Customer Centricity:

- Take proactive measures to exceed customer expectations.

- Recognize and adapt to cultural nuances, ensuring optimal customer relationships.

- Travel to client locations as needed to ensure the highest quality of service delivery.

Preferred Qualifications:

- AWS/GCP/Azure cloud certifications.

- PMP, SCRUM/Agile, or SAFe certification.

- Direct experience implementing AWS/GCP/Azure services.

- Thorough grasp of software development/engineering lifecycle.

- Superior organizational, troubleshooting, and problem-solving abilities.