TSM Pool Job Req
USA
Post Sale – PS /
Full - time /
Remote
ControlUp creates an autonomous workplace where the day runs itself.
We’re a leader in DEX, unifying digital employee experience and IT operations into one powerful platform built for modern workplace management. By combining real-time monitoring, automation, and proactive remediation, ControlUp enables IT teams to prevent issues before they impact employees, reduce operational complexity, and streamline IT environments, without the clutter of multiple tools. With ControlUp, IT works smarter, employees stay productive, and the workday runs itself. One platform. One powerful shift in how work flows.
No tool sprawl. No wasted time. No interruptions. Just technology that runs smoothly, so people can get on with work that matters.
The Role
The primary mandate for our Technical Success Manager is to guide customers through their journey with us. It starts with being involved in designing and then implementing a solution that meets the initial needs of each customer they serve. Through a combination of domain expertise and relationship building, the TSM will support customers with product enablement and coaching to help them take ownership of their solution as well as helping to evolve the solution at the pace needed by the customer. Leveraging a consultative approach, the TSM will explore ways the customer can make the best use of the products at their disposal with the ultimate goal of building a portfolio of customers that advocate for ControlUp because they have been able to maximize the impact of their investment with us.
How You’ll Spend Your Day
- Support customers through a combination of active listening and consultative investigation techniques to ensure customer needs are well understood
- Advise customers on technical matters relating to ControlUp products, including implementation best practices, solution operation and adoption, performance tuning and use case enhancement
- Leverage the solutions you have delivered to analyse customer environments and identify new use cases, cost savings opportunities and operational efficiencies
- Mentor, coach and enable customers on their solution and the ‘art of the possible’
- Build bespoke customer roadmaps in collaboration with customers to ensure continuous evolution of each customers solution
- Conduct regular business review meetings to showcase the progress made against the roadmap, the impact delivered to date and agree the future plan
- Provide regular feedback to management for process and practice improvements
- Contribute to internal technical projects, which can include supporting new product features, benchmarking, troubleshooting and best practices
- Provide ad-hoc assistance to Customer Success Managers, providing product and domain expertise to overcome problematic issues
- Support the sales and presales teams with their efforts by being a ‘trusted advisor’ during the sales process
- Identify and write internal and external technical collateral, like typical deployment architectures or best practices
- Maintain current knowledge of the entire ControlUp product portfolio
- Occasional visits to customers may be needed
Your Experience and Qualifications
- Demonstrable experience working in large organisations with VMware, Citrix, Azure Virtual Desktop and/or other VDI technologies
- Citrix/VMware/Microsoft certified in one or more disciplines
- Powershell scripting skills
- Experience in IT consulting, professional services or other customer-facing roles within IT
- Proven capabilities building, designing and delivering technology solutions to customers
- Exceptional interpersonal and communication skills with the ability to influence decision-making at all levels
- Excellent organisational, note-taking, project management, and time management skills
Preferred Qualifications
- Previous experience working with / for SaaS companies
- Windows desktop OS administration experience
- Commercial acumen and an understanding of what drives business decision-making
