Technical Customer Success Manager

NovoEd - San Francisco, California - Full time

NovoEd is hiring a Technical Customer Success Manager whose primary duty will be to own client support and enablement. The role will require independent work directly related to the management of the help desk and the general process of support and technical escalations. The position will be an integral member of the Customer Success team. The Technical Customer Success role requires a mix of experience in technical support and product enablement, as well as the ability to work cross-functionally with distributed teams.

NovoEd is the leading provider of collaborative, peer-based learning. NovoEd’s cloud-based learning delivery platform enables the creation, curation, and delivery of engaging learning programs. The NovoEd platform makes it possible to scale the best of in-person training online across a global workforce and to enhance the quality and impact of the learning experience. NovoEd’s customers include mid-size enterprises, Fortune 500 companies, executive education providers, non-profits, and universities.

Responsibilities

  • Own and resolve escalated technical challenges working directly with customers and involving other individuals and teams as needed
  • Manage helpdesk and helpdesk operations to triage new issues and ensure meeting support SLAs
  • Prepare rollout of new product features, including owning customer enablement
  • Ensure product documentation is up-to-date, relevant, clear, and concise
  • Communicate customer feedback internally to improve product

Required Experience

  • 2+ years technical problem-solving
  • 1+ years managing large, complex projects with cross-functional and distributed teams

Skills

  • Ability to work independently
  • Customer orientation
  • Strong written and verbal communication
  • Describing technical concepts to a non-technical audience
  • Comfortable with HTML/CSS
  • Troubleshooting technical errors with a modern web-based application
  • Attention to detail
  • Effective prioritization and multitasking

Preferred Experience

  • 2+ years working in customer support role
  • 1+ years working in a SaaS product company
  • 1+ years working with Zendesk or similar software
  • Experience with tools such as PagerDuty, Salesforce, or Hubspot
  • Experience in education, edtech, or learning & development markets
  • Experience with SQL
  • Experience with common SaaS integrations such as SSO & API

Apply for this job

Apply for this job

Role

Customer Implementation / Customer Success

Experience Level

Mid Level

NovoEd

At NovoEd, you can expect:

  • autonomy
  • professional growth
  • collaborative work environment
  • exciting company events
  • catered lunches from local restaurants
  • paid parental leave
  • work from home Wednesdays
  • commuter benefits
  • comprehensive health care coverage
  • 401K matching
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