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Protex AI · 1 month ago

Technical Customer Success Manager

Boston, MA

Full-time

Hybrid

Mid, Senior Level

5+ years exp

Protex AI is at the forefront of AI-driven computer vision, building a safer industrial workplace. The Technical Customer Success Manager is responsible for driving platform adoption and ensuring client satisfaction through tailored training, onboarding, and support, while also acting as the Voice of the Customer to enhance product offerings.

Artificial Intelligence (AI)Computer VisionIndustrialMachine Learning

Responsibilities

Build and maintain advanced knowledge of Protex’s product features, architecture, and capabilities to set clear expectations, provide informed guidance and resolve client site challenges

Address platform usage questions and configure in-app settings to meet specific client requirements within the TCSM’s scope of expertise

Escalate unresolved or complex technical issues to Support or Engineering with clear, detailed documentation on user behavior trends, system performance concerns, and barriers to adoption to facilitate timely resolution

Monitor system usage trends and performance metrics to proactively identify potential technical concerns and recommend solutions

Own the onboarding and enablement processes, ensuring each site is set up for success with tailored workflows, platform configurations, and user-specific training materials

Deliver customized usage strategies, including aligning workflows with platform capabilities, configuring system settings, and addressing adoption challenges

Track site-level adoption rates and usage patterns; as necessary, develop and implement action plans to address underutilization, optimize platform capabilities, and increase user engagement

Serve as the primary point of contact for assigned sites, managing site-level relationships through onboarding, training, and ongoing support to build trust and drive satisfaction

Conduct regular check-ins with site stakeholders to evaluate adoption progress and address operational needs, changes, or concerns

Proactively gather and act on feedback from site users to identify opportunities for meaningful enhancements to both product features and service delivery

Leverage a commercial mindset to partner with Account Managers and Sales to identify opportunities for expansion or upselling based on site-level performance and feedback

Provide detailed insights, such as impact reviews and usage metrics, to support the development of compelling value propositions

Collaborate on strategic account planning to align adoption efforts with broader client goals and revenue opportunities

In addition to playing the voice of the customer on the product side, partner closely with Marketing to showcase successful client outcomes and innovative use cases through initiatives such as webinars, case studies, or onsite events that drive brand awareness and growth

Share user experiences and best practices, such as platform usage, business cases or communication strategies, with internal teams, fostering a feedback loop that informs product improvements and enhances the client experience

Qualification

Client Success ManagementTechnical Problem-SolvingProject ManagementSaaS ArchitectureComputer VisionDynamic PresenceAdaptabilityStrategic Acumen

Required

Minimum of 5 years in client success, technical account management, or project management within a B2B SaaS or tech environment, with a strong record of managing enterprise-level accounts

Demonstrated experience in managing Annual Recurring Revenue (ARR)/Monthly Recurring Revenue (MRR) goals

Demonstrated understanding of EHS industry trends, challenges, and opportunities

Strong grasp of SaaS architecture, integrations, and technical problem-solving, with the ability to comprehend and communicate complex technical details to both clients and internal teams

Proven ability to lead complex projects using modern project management methodologies for multi-phase projects with agility and attention to detail

Ability to think critically and creatively, with a commercial mindset that drives value and builds strong client relationships, with the ability to identify growth opportunities within accounts

Approachable and energetic, capable of leading client conversations, presentations, and discussions that foster trust and alignment

Skilled in navigating evolving client needs, with the agility to adapt and prioritize as business priorities shift

Willingness to travel to client sites as necessary