Technical Success Manager

About Fastpath:
Fastpath is a Software as a Service company; our mission is to protect what matters, empowering organizations to easily take control of their security, compliance, and risk management initiatives. We enable organizations all over the world to efficiently and cost effectively manage and automate the processes around access governance and security.
How do we do this? What's our secret? It's simple... Our people.
Fastpath employs some of the world's most talented and inspiring individuals. Together we've created a highly collaborative and interactive work environment, where everyone is committed to delivering an outstanding service to customers. It's part of the reason why we are consistently voted as a top place to work.
Every day, we deliver solid results through a fluid process. We are at the cutting edge of security, audit, identity and compliance solutions which means we balance disciplined project management with spontaneous innovation every single day.
About the Position:
At Fastpath, we strive to treat each customer as if they are our only customer. As part of the Customer organization, you will partner with the Customer Success and Onboarding teams to own the ongoing technical relationship throughout the customer's lifecycle. Your focus will be to drive initial and ongoing customer adoption of the Fastpath platform by collaborating with your team to identify and resolve technical challenges, including platform configuration, bridge integration setup, integration extensions, and API setup. Technical Success Managers develop and maintain a deep technical understanding of our product suite, and partner closely with Customer Support and Product/Engineering with the goal of helping customers realize the full value of the platform. The Technical Success Manager position reports to the Senior Manager of Onboarding & Implementation.
Responsibilities:

• Develop and maintain a deep technical understanding of our product suite, service offerings, and how they drive customer outcomes.
• Responsible for post-sales technical customer health, which may include system configuration, implementation assistance,, bug analysis, and light coding to extend the platform.
• Develop functional understanding of complex customer issues and take ownership of solving or working cross-functionally with Product/Engineering to solve related technical challenges.
• Build and maintain out-of-the-box integrations between customer applications and Fastpath's platform.
• Be a customer advocate and encourage a customer-centric mindset throughout the organization.
• Drive customer solutions to completion by working across teams such as Support, Sales, Product, and Engineering.
• Support team-wide retention goals and defined customer satisfaction metrics.
• Serve as the primary resource for technical implementation customer inquiries via phone, video conference, and email.
• Assist customers in reaching optimal use of purchased products in conjunction with onboarding and customer Success Managers.
• Work alongside Customer Education and Marketing teams to create and maintain internal Technical Success documentation and customer-facing installation guides.

Preferred Qualifications:

• BA/BS degree in Business, Computer Science, or related field.
• 3-5 years of experience working as a Technical Success/Technical Account Manager or related role such as Implementation, Technical Support, and/or Engineering.
• Experience writing Java application code.
• Basic understanding of integration and ETL technologies, security, and authentication issues.
• Experience with data mappings and transformations a plus. Proven experience in solving complex technical problems in a customer-facing environment.
• Fundamental understanding of internal processes and business operations for successful adoption and retention of software.
• Proven experience self-motivating within a high-performing, fast-paced team.

Required Qualifications:

• Experience working with SaaS software in B2B industries such as financial, identity, or technology.
• 2+ years of experience working in Technical Support/Engineering or related technical field.
• Experience working directly with end users.
• Ability to learn and apply technical solutions such as writing Java application code or using Postman for API troubleshooting.
• Excellent oral and written communication skills along with an ability to work with a broad range of internal and external stakeholders.
• Eagerness to learn our software, processes, and new technical skills.
• Ability to follow processes to completion and to ask questions when unclear.
• Must be highly organized and able to prioritize and process several tasks concurrently.

How You'll Be Rewarded:

• Competitive Base Pay Range: $75,000 - $90,000
  • The base pay range represents the low and high end of the hiring range for this job. Actual pay will vary and will be based on various factors including but not limited to relevant skills, experience, and capabilities.

• Annual company bonus opportunity
• 401(k) Match - up to 4%

• 100% employer paid premiums for medical and dental insurance, with HSA option available
• 100% employer paid premiums for short- term disability, long- term disability, basic life insurance
• Additional benefits include: Vision, FSA
• Unlimited PTO - take the time off that you need to recharge!
• Flexible schedule

Where We Work:
At Fastpath we encourage and support our team members to work where they work best. We offer in-office, hybrid and remote working options for our team members.
For team members located near one of our office locations, hybrid / in-office work is available. Our US offices are located in Des Moines, IA; Colorado Springs, CO.
We will consider candidates from the following states: FL, IA, CO, NJ, NY, TX, UT, AZ, GA, IL, IN, MD, MN, MO, NC, NE, OH, PA, SC, TN
Work Authorization:
For this job, Fastpath is not considering candidates that need any type of immigration sponsorship (additional work authorization or permanent work authorization) now or in the future to work in the United States for this position. This includes, but IS NOT LIMITED TO: F1-OPT, F1-CPT, H-1B, TN, L-1, J-1, etc.
Employment Verification: All employees hired will be required to verify identity and eligibility to work in their particular location.
Pay Transparency:
In accordance with applicable laws and regulations, Fastpath publishes salary ranges on all job postings which currently includes estimated annual cash salary ranges. Fastpath leverages current market data to determine compensation, therefore posted figures are subject to change as new market data becomes available. The base pay range provided by Fastpath represents the low and high end of the hiring range for this job. Actual pay will vary and will be based on various factors including but not limited to relevant skills, experience, and capabilities.
In addition to cash salary, the total compensation package Fastpath offers may include additional incentives such as a company bonus or variable compensation/commission.
Equal Opportunity:
At Fastpath, we're committed to providing equal opportunities to all employees and applicants for employment regardless of their race, color, religion, creed, gender/sex, sexual orientation, gender identity and expression, national origin, ancestry, citizenship status, age, disability, genetic information, marital status, pregnancy, military status, veteran status, and/or any other characteristic protected by applicable federal, state, and local laws.