Technical Client Success Associate; TCSA

About SOE Software

We are SOE Software Corporation. A company dedicated to providing secure and advanced technology, founded on research and experience, to meet modern-day electoral challenges. With an eye toward the future, SOE drives the digital transformation and modernization of elections and decision-making processes by delivering secure, transparent, and accessible solutions.

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The Technical Client Success Associate (TCSA) is a key member of the Client Success team, serving as a primary technical point of contact post-sale. They are client-focused and may thrive in a fast-paced, small-company environment where their impact is immediate and significant. The TCSA will support client adoption, provide basic to intermediate product support, conduct technical training, and ensure clients successfully integrate and utilize our complex technology solution.

The TCSA works proactively to manage client relationships, address day-to-day inquiries, and identify potential risks or opportunities within their assigned client portfolio. The TCSA works closely with the Client Success team and the dedicated product teams.

To be successful in the role, the TCSA should be adept at building relationships through a combination of communication platforms with external clients and internal departments. To support the client, the TCSA must possess a technical aptitude to maintain a working knowledge and understanding of internal products. The TCSA will need to be able to solve problems not only related to the products themselves, but also project implementations.

While some instances may be simple and involve providing instruction or directing the client to training or documentation, some cases may involve critical thinking and problem-solving skills. We value innovation and welcome opportunities for Client Success Associates to recommend solutions that improve our internal processes.

Flexibility in working across multiple time zones is often necessary. Establishing rapport with clients and providing ongoing product support during defined business hours, as well as occasional after-hours, is important.

They will help sales identify potential sales opportunities and stay informed of upcoming renewals.

• Onboarding Support: Assist the Client Success team in the seamless onboarding of new clients, ensuring a smooth transition and rapid time-to-value.
• Technical Training: Conduct tailored training sessions for client technical users, focusing on implementation best practices, advanced feature configurations, and platform troubleshooting.
• Documentation: Maintain accurate, up-to-date client records and activity logs.
• Issue escalation: Escalate issues to management and marketing, especially in high-profile implementations.

• Proactive Check-ins: Conduct check-ins and calls with clients to monitor platform usage, share best practices, and gather feedback.
• Client Advocacy: Act as the voice of the client internally, communicating client needs, feedback, and technical issues to the Product and Support teams.
• Feature Adoption: Monitor client feature usage and strategically encourage the adoption of untapped product capabilities relevant to their business goals.
• Training &
  
  Education:
  
  Provide personalized training and documentation to clients to help them utilize product features and realize desired outcomes. Assist with updating and creating new documentation to reduce support requests.
• Product Feedback: Gather, categorize, and clearly articulate client-requested technical feature enhancements or pain points to the Product Management team to influence the product roadmap.
• Risk Mitigation: Identify technical risks (e.g., outdated configurations, low usage of key features) that could lead to churn and execute mitigation plans.

• Query Resolution: Handle routine client questions, coordinate with technical support for advanced troubleshooting, and manage the administrative aspects of client accounts.
• Support: Handle and resolve complex, product-specific technical inquiries that go beyond standard Tier 1 customer support, requiring a deeper understanding of the product's backend functionality.
• Troubleshooting: Diagnose and document bugs, performance issues, and integration failures, acting as the bridge between the client and the product team.
• Ticket Management: Manage the lifecycle of technical support tickets for assigned clients, ensuring timely communication and satisfaction until resolution.

• Identify Growth Opportunities: Monitor client usage patterns and technical hurdles to identify opportunities for upselling.
• Lead Generation: Transition qualified leads to the Account Executive or Sales team, providing them with the technical context and "pain points" discovered during support interactions.
• Product Roadmap Alignment: Maintain an understanding of the product…