[Remote] Tier 3 Technical Customer Success Manager - Mexico at JumpCloud

Mexico City, Mexico City, Mexico

Not SpecifiedCompensation

Mid-level (3 to 4 years), Senior (5 to 8 years)Experience Level

Full TimeJob Type

UnknownVisa

Technology, IT, SaaSIndustries

Requirements

2 years experience working in a technical customer-facing position working on mission critical issues
Clear and effective communicator, able to quickly grasp and explain technological and business concepts
Experience in technical troubleshooting, and managing internal and external partners or customers
Excellent problem-solving, project management, and experience managing multiple stakeholders
Bachelor's degree in Engineering, Computer Science, a related field, or equivalent practical experience (e.g., System Administrator or Support Engineer)
Located in and authorized to work in Mexico
Fluent in speaking and writing English

Responsibilities

Strategically engage with customers and leverage strong technical skills to help enable new functionality and troubleshoot issues in a hands-on fashion
Monitor customer health and proactively identify potential issues by engaging all available resources to resolve the issue and mitigate risk
Develop strong relationships with customers to understand the customer’s environment, challenges, and their overall technical business goals
Act as the main escalation point for technical issues, leading triage, diagnosing, and providing solutions to resolve issues for the customer
Collaborate with Account Managers, Renewal Specialists, Operations, Product, and Engineering to address technical issues and provide relevant customer feedback
Maintain a deep technical understanding of the JumpCloud platform to effectively drive greater customer engagement
Identify potential opportunities and partner with Account Managers to drive expansion opportunities

Skills

Key technologies and capabilities for this role

JumpCloudCustomer SuccessTechnical TroubleshootingOnboardingProduct AdoptionTriageCustomer Health MonitoringLinuxWindowsAppleAndroidIdentity ManagementDevice Management

Questions & Answers

Common questions about this position

Is this role remote?

Yes, all roles at JumpCloud are remote unless otherwise specified in the job description.

What experience is required for this position?

You need 2 years of experience in a technical customer-facing position working on mission critical issues, along with skills in technical troubleshooting, managing partners or customers, clear communication, problem-solving, and project management.

What is the salary for this role?

This information is not specified in the job description.

What education is required?

A Bachelor's degree in Engineering, Computer Science, a related field, or equivalent practical experience such as System Administrator or Support Engineer is required.

What makes a strong candidate for this role?

Strong candidates have previous JumpCloud experience or experience supporting user access management, authentication, and device management, in addition to meeting the required technical customer-facing experience.

JumpCloud

Cloud-based identity and access management services

About JumpCloud

JumpCloud offers cloud-based directory services that help businesses manage user identities and access to IT resources like applications, networks, and devices from a single platform. It serves a variety of clients, including small and medium-sized businesses and larger enterprises, particularly in sectors that require strong IT security. The company operates on a subscription model with different service tiers, allowing clients to choose features that fit their needs and budgets. JumpCloud's goal is to simplify identity management and access control, enhancing security and operational efficiency for its users.

Louisville, ColoradoHeadquarters

2012Year Founded

$371.3MTotal Funding

SERIES_FCompany Stage

Enterprise Software, CybersecurityIndustries

501-1,000Employees

Benefits

Health Insurance

Dental Insurance

Vision Insurance

Life Insurance

Disability Insurance

Health Savings Account/Flexible Spending Account

Unlimited Paid Time Off

401(k) Company Match

Remote Work Options

Risks

Increased competition from established IAM providers like Okta and Microsoft.

Rapid technological advancements may strain JumpCloud's resources to keep up.

Economic uncertainties could impact spending on IAM solutions, affecting revenue.

Differentiation

JumpCloud offers a unified platform for identity and device management.

The company provides Zero Trust security models for remote and hybrid work environments.

JumpCloud's SaaS Management capabilities address the rising importance of cloud-based applications.

Upsides

The global IAM market is projected to grow at a CAGR of 13.1% until 2030.

Increased demand for Zero Trust models aligns with JumpCloud's offerings.

Growing need for SME cybersecurity solutions supports JumpCloud's market presence.

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