43 applicants

Company

Skillable · 17 hours ago

Technical Solutions Manager

United States

Full-time

Remote

Mid, Senior Level

$90K/yr - $120K/yr

5+ years exp

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Corporate TrainingE-Learning

No H1B

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Responsibilities

Provide proactive post-sales technical and tactical support related to supporting the implementation, initial set-up and specific customization of customer needs within Skillable applications and cloud provider vendors.

Serve as a subject matter expert on Skillable working directly with assigned external customers to ensure their technical success on Skillable platforms on a regular cadence and addressing ad-hoc needs as requested.

Serve as a subject matter expert and consultative partner for an assigned book of customers providing technical explanations to ensure clarity and understanding of the implementation process with Skillable’s platforms and products.

Leverage Skillable technical knowledge to pro-actively lead new customers through launching Skillable services into their organization and highlighting areas requiring specific attention for customization.

Consistently share best practices and proven processes to promote broader team accountability, consistency and coverage of customer implementations and workflows, ensuring that SLAs are met and work items are tracked within the ticketing system.

Continuously contribute to Skillable’s source of truth efforts for consistent and singular information tools, documentation and resources to guide and assist in customer platform usage or troubleshooting, in addition to standardized solution approaches for team members.

Provide customers with updated, clear and effective readiness materials, documentation, post-issue summaries and tools to guide in the use and troubleshooting of issues.

Communicate regularly and professionally to customers both in response to their needs and with proactive Skillable specific updates that secure a strong professional partnership.

Continuously review and identify post sale solutions for current customer programs and processes that do not scale well today.

Advise external learning partners and internal teams to determine the best strategies for customer setup and platform best practices.

Partner with CX leadership to collect, analyze and provide trend feedback, internal data and lab usage reports to Sales as needed for activities such as quarterly business reviews, opportunity scoping and customer support where necessary.

Work closely with Sales and Client Experience to drive detailed evaluations of customer specific challenges, support challenges and growth opportunities.

Provide guidance, best practices, and process for customers on Virtual Environment Development.

Design and execute plans for identifying and mitigating business and customer onboarding risks to reduce the potential for customer dissatisfaction and/or churn.

Partner with Marketing, Product Management, Infrastructure and Engineering teams related to platform and application issues or common feedback and requests from customers in an effort to help in scaling, supporting and advancing Skillable’s continuous product evolution.

Perform activities within Skillable Studio as necessary as part of the Client Experience org as a part of the customer lifecycle, customer onboarding or customer support.

Partner with stakeholders in maintaining updated information on the Hub site(s) related to the onboarding and implementation of new customers and updates to existing customers.

Support and promote the company values through positive interactions with both internal and external partners and customers on a regular basis.

Other strategic business initiatives or cross-functional project involvement as required.

Qualification

Find out how your skills align with this job's requirements. If anything seems off, you can easily click on the tags to select or unselect skills to reflect your actual expertise.

Degree in Computer Science5+ years customer-facing experienceHyper-VESXiJavaScript Console/DOM TroubleshootingGit/GitHub/ADO experienceRESTful API experienceDocker experienceVirtualization Technologies experiencePublic Cloud Providers experienceServer/Client Distributed ModelAzure RBACPolicy experienceAWS IAM Permissions Boundaries experienceAzure ARM experienceAWS Cloud Formation experienceAzure Blob experienceAWS S3 experiencePowerShell familiarityPython familiarityJavaScript familiarityVPN protocols familiarityMulti-tasking abilityMS Office proficiencyFast-paced work abilityCross-functional collaboration

Required

Bachelor’s degree in computer science, related field OR equivalent professional experience in a technical and direct customer facing role.

5+ years of relevant professional experience within operational and customer impacting roles.

Strong ability to troubleshoot and problem solve.

Proven ability to communicate clearly and professionally through video or phone and both written and verbal – across various audience levels including leadership.

Proficiency in Hyper-V or ESXi required.

Knowledge of Server/Client Distributed Model required.

Skills in JavaScript Console/DOM Web Application Troubleshooting required.

Experience with Git/GitHub/ADO, RESTful API, Docker and Virtualization Technologies required.

Experience with common Public Cloud Providers (Azure, AWS, or GCP) required.

Ability to multi-task, prioritize, and meet deadlines.

Desire and ability to work at a fast pace and drive concurrent technical projects is required.

Proven ability with excellent written and verbal communication skills.

Must be comfortable working closely with technical and business audiences of all levels.

Experience working cross-functionally and promoting collaborative partnerships to drive results.

Detail oriented and organized.

Preferred

Experience in developing and testing virtualized lab environments preferred.

Familiarity with PowerShell, Python, and/or JavaScript preferred.

Azure RBAC and Policy, AWS IAM Permissions Boundaries, Azure ARM, AWS Cloud Formation, Azure Blob and AWS S3 experience is desirable.

Strong MS Office, including Teams for web conferencing and internal communication and collaboration preferred.

Benefits

Fully remote with a monthly stipend to pay for office services and supplies

Medical (2 plan options), dental (2 plan options), vision, health savings account with generous employer contributions, healthcare spending accounts, dependent care spending accounts, EAP, group paid life insurance, group paid STD and LTD and voluntary life/AD&D insurance, accident and critical illness options.

401(k) with Company match, tuition reimbursement, healthy lifestyle reimbursements.

Open PTO, Paid holidays, bereavement leave, parental leave, caregiver leave and paid FMLA leave.

Friends and Family Friday to end our standard workweek at 2pm local time; Full company closure during the 4th of July holiday week.

Access to pet insurance; Access for employees and dependents to Skillable learning opportunities through our product and more!