Technical Customer Success Manager

Location

Dublin, Boston

Employment Type

Full time

Location Type

Hybrid

Department

Commercial

About us:

At Protex AI, we are at the forefront of AI-driven computer vision, building a safer, smarter industrial workplace with an intelligent operating system that redefines how facilities operate. Backed by top-tier global investors, we recently secured a $36 million Series B to accelerate our mission.

Industry leaders like DHL, Amazon, and Tesla trust Protex AI to drive measurable safety improvements, achieving an average 64% risk reduction within just three months of deployment. Operating in 20+ countries, Protex is the go-to safety partner for Fortune 500 manufacturing and logistics enterprises, transforming workplace safety with real-time, AI-powered insights.

About the Role:
The Technical Client Success Manager (TCSM) plays a critical role in driving platform adoption and ensuring client satisfaction. By delivering tailored training, facilitating seamless onboarding, and providing actionable support, the TCSM ensures client sites fully realize the value of the Protex platform. This role requires a deep understanding of Protex AI’s product suite and strong technical problem-solving and project management skills. Acting as the primary advocate for client needs, the TCSM supports sites in achieving their goals while identifying opportunities for enhanced adoption and operational efficiency. The TCSM serves as the Voice of the Customer, proactively identifying opportunities to enhance Protex’s product and service offerings, sharing actionable insights with internal teams, and contributing to the continuous improvement of client success processes.

What You’ll Do:

- Technical Expertise and Configuration

- Build and maintain advanced knowledge of Protex’s product features, architecture, and capabilities to set clear expectations, provide informed guidance and resolve client site challenges.

- Address platform usage questions and configure in-app settings to meet specific client requirements within the TCSM’s scope of expertise.

- Escalate unresolved or complex technical issues to Support or Engineering with clear, detailed documentation on user behavior trends, system performance concerns, and barriers to adoption to facilitate timely resolution.

- Monitor system usage trends and performance metrics to proactively identify potential technical concerns and recommend solutions.

- Enablement and Adoption

- Own the onboarding and enablement processes, ensuring each site is set up for success with tailored workflows, platform configurations, and user-specific training materials.

- Deliver customized usage strategies, including aligning workflows with platform capabilities, configuring system settings, and addressing adoption challenges.

- Track site-level adoption rates and usage patterns; as necessary, develop and implement action plans to address underutilization, optimize platform capabilities, and increase user engagement.

- Site-Level Success and Client Satisfaction

- Serve as the primary point of contact for assigned sites, managing site-level relationships through onboarding, training, and ongoing support to build trust and drive satisfaction.

- Conduct regular check-ins with site stakeholders to evaluate adoption progress and address operational needs, changes, or concerns.

- Proactively gather and act on feedback from site users to identify opportunities for meaningful enhancements to both product features and service delivery.

- Growth Influence and Strategic Alignment

- Leverage a commercial mindset to partner with Account Managers and Sales to identify opportunities for expansion or upselling based on site-level performance and feedback.

- Provide detailed insights, such as impact reviews and usage metrics, to support the development of compelling value propositions.

- Collaborate on strategic account planning to align adoption efforts with broader client goals and revenue opportunities.

- Cross-Functional Client Advocacy

- In addition to playing the voice of the customer on the product side, partner closely with Marketing to showcase successful client outcomes and innovative use cases through initiatives such as webinars, case studies, or onsite events that drive brand awareness and growth.

- Share user experiences and best practices, such as platform usage, business cases or communication strategies, with internal teams, fostering a feedback loop that informs product improvements and enhances the client experience.

What You’ll Need:

- Experience: Minimum of 5 years in client success, technical account management, or project management within a B2B SaaS or tech environment, with a strong record of managing enterprise-level accounts; demonstrated experience in managing Annual Recurring Revenue (ARR)/Monthly Recurring Revenue (MRR) goals. Demonstrated understanding of EHS industry trends, challenges, and opportunities.

- Technical Prowess: Strong grasp of SaaS architecture, integrations, and technical problem-solving, with the ability to comprehend and communicate complex technical details to both clients and internal teams. A demonstrated understanding of computer vision, AI, and system networks is a bonus.

- Project Management: Proven ability to lead complex projects using modern project management methodologies for multi-phase projects with agility and attention to detail.

- Strategic Acumen: Ability to think critically and creatively, with a commercial mindset that drives value and builds strong client relationships, with the ability to identify growth opportunities within accounts.

- Dynamic Presence: Approachable and energetic, capable of leading client conversations, presentations, and discussions that foster trust and alignment.

- Adaptability & Problem-Solving: Skilled in navigating evolving client needs, with the agility to adapt and prioritize as business priorities shift.

- Travel Requirements: Willingness to travel to client sites as necessary.

Protex AI is an inclusive and equal opportunities employer. We are committed to creating an equitable workplace for everyone regardless of gender, civil status, family status, sexual orientation, religion, age, disability, education level, or race.

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