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Customer Success Manager / Technical Account Manager (Urgente)...

ProcessMakerBogotá, Bogotá, Distrito Capital, CO

Hace más de 30 días

Descripción del trabajo

Customer Success Manager / Technical Account Manager

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We’re looking for a Customer Success Manager (CSM) with strong technical acumen who can also operate like a Technical Account Manager (TAM). In this hybrid role, you’ll be the primary point of contact for a portfolio of strategic customers, helping them maximize our platform's value while guiding them through technical implementations, troubleshooting complex issues, and collaborating with product and engineering teams.

This is a high-impact, customer-facing role that requires someone who is both relationship-driven and deeply technical—a trusted advisor who can speak the language of developers, IT admins, and executives alike.

Responsibilities

Serve as the main post-sales point of contact for customers, ensuring a smooth onboarding and implementation process
Lead technical installations, configurations, and integrations of our SaaS product, often in complex IT environments
Translate business needs into technical solutions, acting as a bridge between customer teams and our internal Product and Engineering teams
Provide ongoing support and guidance, ensuring customers are fully leveraging the platform to meet their objectives
Monitor usage and health metrics to identify risk and opportunity, proactively engaging customers to drive adoption and renewal
Own the customer journey post-sale : onboarding, enablement, ongoing support, expansion, and renewal
Deliver training, documentation, and tailored walkthroughs for technical users
Serve as the customer’s voice internally by sharing feature requests, bug reports, and usability feedback
Collaborate closely with Sales, Product, Engineering, and Support teams to ensure seamless and cohesive customer experiences

Minimal Qualifications

3–5+ years in Customer Success, Technical Account Management, Solutions Engineering, or a similar customer-facing technical role

Proven experience deploying or supporting complex SaaS platforms, ideally in enterprise environments

Proficiency in one or more of the following : Linux / Unix systems, APIs, scripting (e.g., Python, Bash), Docker, cloud platforms (AWS / GCP / Azure), databases (SQL)

Strong troubleshooting skills and the ability to debug complex systems

Excellent communication and interpersonal skills—comfortable working with both business and technical stakeholders

Experience with customer success platforms, ticketing systems, and CRM tools (e.g., Zendesk, Salesforce, Gainsight)

Preferred Qualifications

Familiarity with BPM, workflow automation, or low-code platforms

Previous experience in implementation consulting, pre-sales engineering, or professional services

Knowledge of identity and access management (SSO, SAML, OAuth)

Experience with DevOps practices or CI / CD pipelines

Fluency in a second language (e.g., Spanish, Portuguese) is a plus for global customer coverage

What We Value

We’re a values-driven company that believes success comes from empowering our team and customers. Our core values include :

Self-Development – We embrace growth mindsets and continuous learning

Focused on Customer – We listen deeply and act in the customer’s best interest

Builds Trust – We operate with transparency, integrity, and reliability

Ownership – We take initiative and follow through on our commitments

Drives Results – We stay focused on impact and outcomes

Success in This Role Looks Like

High customer satisfaction (CSAT / NPS) and retention

Successful technical onboarding and low time-to-value

Increased customer product adoption and expansion

Positive internal feedback from Sales, Product, and Engineering on cross-functional collaboration

Customers see you as a trusted technical partner and advocate

Seniority level

Seniority level

Mid-Senior level

Employment type

Employment type

Full-time

Job function

Job function

Sales and Business Development

Industries

Software Development

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Account Manager • Bogotá, Bogotá, Distrito Capital, CO