Technical Customer Success Manager

Job Description

Moogsoft is the creator of AIOps - whose product is the premier cloud first and next-generation approach to SRE/DevOps and IT Operations driven by real-time machine learning. Moogsoft helps customers deliver consistently excellent customer experiences, regardless of the underlying complexity or dynamic nature of the supporting infrastructure. We are seeking a Technical Customer Success Manager to join our Customer Experience team. This role is a combination of reactive customer support and proactive customer success - you will provide thorough, timely responses to inbound customer queries, but also reach out to our customers to drive engagement and ensure they are unlocking as much value as possible from our service. The ideal candidate will be able to take a consultative approach - they’ll gain an understanding of our customers’ needs and the “why” behind their questions, then use their deep product knowledge to think creatively about how Moogsoft’s Observability Cloud can be leveraged to solve those needs . Since this is a new role for us, you will have a great deal of autonomy and the opportunity to shape it and make it your own. As the team grows, you will become both the customer and product subject matter expert that our team can rely on, and your learnings will directly impact the long-term strategy of the Customer Experience team as well as the rest of the organization. Our customers are on DevOps, IT, and SRE teams, so some familiarity with incident management, IT/DevOps monitoring, and common tools in the space is a must, while competency in cloud and containerization is a plus. However, our priority is providing fantastic customer experiences - if you have empathy, are willing to go above and beyond to meet our customers’ needs, and are eager to learn, we can teach you the rest.

Role and Responsibilities:

• Provide quality, responsive customer support
• Ensure our customers are regularly engaged with Moogsoft’s platform
• Drive a data first understanding of customer health
• Understand our customers’ needs and help them effectively leverage our solutions to meet those needs
• Develop deep knowledge of the Moogsoft Observability Cloud, become the product Subject Matter Expert for the growing Customer Experience team
• Learn about each of our customers’ problems and how they’re utilizing Moogsoft to solve those problems

Requirements:

• Previous experience in a customer facing role
• Strong data analytical skills
• Bias to learning, growth and action
• Strong written and verbal communication skills
• Organizational skills and the ability to prioritize
• The ability and desire learn new technologies
• Basic network understanding
• Experience troubleshooting issues
• Incident management experience
• Familiarity with IT/DevOps monitoring dataKnowledge of common tools used by IT/DevOps teams
• Curiosity and eagerness to learn

Bonus Skills (These will set you apart but aren't required):

• Hands on experience working with APIs
• Cloud knowledge
• Experience with Kubernetes/containerization
• Understanding of Microservice architecture

Perks and Benefits:

• Flexible vacation and sick day policy
• Competitive salary, 401(k) plan and equity to all employees
• Attractive benefits package, including health, vision and dental coverage
• Pet Insurance, preferred pricing
• Opportunity for career development in a fast-paced, progressive company

We know the confidence gap and imposter syndrome can get in the way of meeting spectacular candidates, so please don’t hesitate to apply — we’d love to hear from you! Moogsoft is an equal opportunity employer. In accordance with applicable law, we prohibit discrimination and harassment against employees, applicants for employment, individuals providing services in the workplace pursuant to a contract, unpaid interns and volunteers based on their actual or perceived: race, religious creed, color, national origin, ancestry, physical or mental disability, medical condition, genetic information, marital status (including registered domestic partnership status), sex and gender identity and gender expression (including transgender individuals who are transitioning, have transitioned, or perceived to be transitioning to the gender with which they identify), age (40 and over), sexual orientation, Civil Air Patrol status, military and veteran status and any other consideration protected by federal, state or local law (collectively referred to as "protected characteristics"). Apply for this job