Customer Success Technical Manager Job in Opsramp
Customer Success Technical Manager
- Hyderabad, Telangana
- Not Disclosed
- Full-time
- Permanent
About the role
The Customer Success Technical Architect (CSTA) position is a critical role within
the Customer Success Team, where our goal is to ensure the success of our
customers. CSTAs drive the technical health and adoption for our customers through
proactive problem management, issue resolution, understanding and documenting
the customer s architecture, identifying best practices and managing customer
expectations.
You will work directly with our customers as a technical authority to ensure adoption
of the OpsRamp solution. This is a customer facing technical role responsible for
post deployment value adoption and realisation. You will work alongside the
Customer Success Value Managers to adopt and help realize the value of the
OpsRamp IT management platform into customer enterprise environments. You ll be
required to travel to client sites, as needed.
Develop a deep understanding of OpsRamp IT Operations Platform, architecture
and its capabilities through training and hands-on experience.
Build on the technical design and architecture developed during the
implementation phase to maintain a point in time architecture for each customer.
Perform and own the health checks during the customer success engagement
lifecycle in a client environment.
Understand and document client use cases and build best practice
documentation for the various use cases.
Review the current state and help the customer realize the future state by
performing regular health checks.
Strong technical understanding of the customers use cases and ability to map it
to the OpsRamp capabilities.
Track support and feature requirements and interface with the Product and
Engineering team where required for quick resolution.
Ensure and document full deployment of the OpsRamp product in client's
environment.
Establish technical authority quickly with executive technical customer
stakeholders.
Invest time in documenting best practices, capturing and disseminating
knowledge and other initiatives that enhances the growth of OpsRamp
REQUIREMENTS
At least 12-15 years experience, preferably in the IT management (ITOM)/APM
fields.
At least 5+ years experience in senior customer-facing positions as an
Implementation Architect or Lead Solution Architect.
Knowledge of infrastructure or systems domain - Compute, Network, Storage,
Cloud.
In-depth understanding of infrastructure management processes.
At least 3+ years experience with one of the monitoring solutions (Open Source
or Commercial).
Excellent written and oral communication skill, analytical, self-motivated and a
quick on-the-job learning skill.
Ability to quickly learn and certify on newer technologies.
Effectively multitask between initiatives with minimal oversight and provide a
positive customer service attitude.
Required Technical Background: Monitoring Protocol standards - SNMP,WMI.
API client programming consuming REST/SOAP webservices. Multi-Cloud
and Container experience/certification. TOGAF/Cloud Solutions Architect
certification preferred. Scripting in Python or PowerShell/VBScript. Remote
infrastructure management. Unix/Linux and Windows platform experience
Fresher
2 - 4 Hires
