About Your Role
Within our Customer Success (CS) organization, we are seeking technically savvy individuals who are passionate about helping customers realize long-term value from their QGenda solutions.
As a Customer Success Technical Account Manager (CS-TAM), you serve as a trusted technical advisor and proactive partner, helping customers adopt, optimize, and continually drive business outcomes through QGenda’s platform. You will work closely with Customer Success Managers (CSMs), QGenda Support (QS), and cross-functional teams to ensure a seamless, high-value customer experience.
Some CS-TAMs will serve as primary technical points of contact for designated customer relationships, while others may specialize in product domains or feature sets—contributing technical expertise across multiple accounts as a subject matter expert. Regardless of focus, all TAMs play a critical role in ensuring technical excellence, adoption success, and sustained customer satisfaction.
How You’ll Make an Impact
- As a key member of the Customer Success organization, you will partner across teams to deliver proactive technical guidance, promote adoption, and ensure our customers achieve measurable, lasting value.
- Serve as a trusted technical advisor, partnering with CSMs to drive adoption, optimization, and value realization across customers.
- Lead or support technical success planning, aligning QGenda’s capabilities with each customer’s strategic goals, workflows, and KPIs.
- Maintain deep understanding of assigned product areas or customer configurations to provide insight, best practices, and optimization guidance.
- Collaborate closely with the QGenda Support (QS) organization to ensure smooth handling of customer issues, share context, and drive proactive technical improvements.
- Act as an escalation point for complex support cases, triaging issues that require deeper investigation or transition into longer-term technical projects.
- Proactively monitor product utilization and adoption metrics to identify risks, inefficiencies, or opportunities for enhancement.
- Execute proactive projects to increase adoption and product utilization.
- Lead or contribute to technical business reviews, presenting insights and recommendations that drive adoption and measurable outcomes.
- Develop and deliver training sessions, configuration reviews, and optimization workshops to strengthen customer understanding and product maturity.
- Partner with Product and Engineering to communicate customer feedback, advocate for feature enhancements, and stay informed of new capabilities.
- Create and maintain scalable technical documentation, knowledge articles, and process improvements to drive team efficiency.