Technical Outcomes Consultant

Your Role as a Technical Outcomes Consultant:

The Technical Outcomes Consultant is a key role within the Customer Care team, responsible for ensuring that our enterprise-level customers achieve their desired business outcomes using our SaaS product. This involves a deep understanding of the customer's business needs, technical expertise in our product and related technologies (SharePoint, PowerShell, Azure/GCP), and strong relationship management skills. The Technical Outcomes Consultant will serve as a trusted advisor, guiding customers through the technical aspects of product implementation, adoption, troubleshooting or issues that arise and optimization. They will also play a key role in mentoring and guiding other members of the Customer Care team and will be directly involved in troubleshooting and resolving technical issues for our most strategic accounts.

A Day in the Life of a Technical Outcomes Consultant:

• Customer Success & Outcomes:
• Develop a deep understanding of assigned customers' business objectives, technical environments, and success criteria.
• Create and execute technical success plans that align with customer goals.
• Proactively identify and mitigate technical risks and challenges that may hinder customer success.
• Monitor and analyze customer product usage data to identify trends, areas for improvement, and opportunities for expansion.
• Technical Expertise & Support:
• Provide expert-level technical guidance and support to customers on our SaaS product, including integration with existing systems and workflows.
• Troubleshoot complex technical issues, escalating to engineering when necessary, and ensuring timely resolution.
• Develop and deliver technical training and documentation to customers, empowering them to effectively utilize our product.
• Stay abreast of industry trends, emerging technologies, and best practices related to SaaS products and enterprise solutions, including Azure/GCP and device management.
• Troubleshooting & Ticket Management:
• Take ownership of critical technical issues and support tickets escalated by key strategic and enterprise-level customers.
• Provide timely and effective resolution to technical problems, ensuring customer satisfaction and minimizing service disruptions.
• Collaborate with other Customer Care team members and engineering to resolve complex issues and identify root causes.
• Contribute to knowledge management by documenting solutions and troubleshooting guides for common problems.
• Team Leadership & Mentorship:
• Provide technical guidance and mentorship to other Customer Care team members, particularly Technical Support Engineers.
• Assist in the training and development of team members on technical aspects of the product and troubleshooting techniques.
• Contribute to process improvements within the Customer Care team, sharing knowledge and best practices.
• Relationship Management & Communication:
• Build and maintain strong relationships with key technical stakeholders within assigned customer accounts.
• Communicate effectively with customers, both verbally and in writing, conveying technical information in a clear and concise manner.
• Collaborate with internal teams (Sales, Customer Success, Engineering) to ensure alignment and provide a seamless customer experience.
• Act as a customer advocate, providing feedback to product development teams based on customer needs and challenges.

What You'll Need:

• Experience:
• 3-5+ years of experience in a technical customer-facing role (e.g., technical account management, sales engineering, solutions consulting).
• Proven track record of successfully managing enterprise-level customer relationships and driving technical outcomes.
• 3-5+ years of experience with SharePoint administration and PowerShell automation.
• Technical Skills:
• Deep understanding of SaaS technologies, architectures, and deployment models.
• Strong knowledge of SharePoint administration, configuration, and security best practices.
• Proficiency in PowerShell scripting for automation and management tasks.
• Knowledge of Azure/GCP and good device management skills are highly desirable.
• Interpersonal Skills:
• Excellent communication, presentation, and interpersonal skills, with the ability to build rapport with diverse technical and business audiences.
• Strong problem-solving and analytical skills, with a proactive and solution-oriented mindset.
• Ability to work independently and as part of a team, managing multiple priorities and deadlines effectively.
• Demonstrated leadership potential and ability to mentor and guide others.
• Passion for customer care and a commitment to continuous learning and professional development.