Technology Customer Success Manager
hace 2 semanas
Department: Account Management
Employment Type: Permanent
Location: Barcelona
Description We're looking for a Technology Customer Success Manager to join our Technology Enablement team. In this regional role, you will lead client engagement and drive customer success deployment for our technology platform across key global markets. You'll play a critical part in helping our global client unlock maximum value from our technology, supporting local market onboarding, and driving adoption and long-term success.
Working closely with our client, cross-functional internal teams, and suppliers, you will ensure a robust customer success strategy is delivered in-region, enabling a seamless and value-led experience for all users.
Key Responsibilities
- Partner with the client to define and align scope: document features against commercial agreements and create region‑specific SoWs, circulating for agreement.
- Maximise value and ROI: ensure markets and users get measurable outcomes, managing expectations throughout.
- Drive adoption: deliver content, training, onboarding and hypercare to accelerate usage across markets.
- Be the Voice of the Customer: run CSAT surveys, capture insights, and feed enhancements into the roadmap, reflecting regional nuances.
- Orchestrate delivery: coordinate Client Services, Product, Engineering and PM to set clear deliverables and hold all parties to scope.
- Control scope: minimise scope creep by enforcing agreed statements of work.
- Remove barriers and optimise performance: address adoption blockers and work with Support and Engineering to improve system performance.
- Grow the account: identify opportunities to expand use of the In Touch platform and related products.
Skills, Knowledge and Expertise
- Proven experience in Service Management, Customer Success Management, or a similar role.
- Strong understanding of how technology is adopted and used across local markets and regions.
- High level of technical competency and confidence discussing technical concepts.
- Ability to translate complex technical information into clear, client-friendly language.
- Excellent verbal and written communication skills.
- Strong ability to prioritise work based on client needs and business impact.
- Demonstrated conflict management skills and the ability to influence effectively.
- Proven ability to build and maintain long-term relationships across complex, enterprise-level organisations.
- Strong commercial understanding of SaaS go-to-market strategies.
- Awareness of competitor technologies and emerging market trends.
- Strong technical problem-solving capabilities.
Equal Opportunities
adm Indicia s proud to be an equal opportunity employer and is committed to creating a diverse
environment. We recruit, employ, develop, compensate, and promote regardless of race, religion, colour, national origin, sex, disability, age, veteran status, and other protected status as required by applicable law. Should you need any reasonable adjustments made to this application process, please don't hesitate to let us know.
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