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Technical Success Manager

Fully remote

2 months ago
Not Specified

Our Customer Success team is growing and we are looking for a new Technical Success Manager (TSM) to join us!

About ControlUp

ControlUp is a Digital Experience Monitoring and Optimization platform that transforms the way IT admins manage their environment and troubleshoot issues. Our product suite enables IT Admins to be more proactive and have greater visibility into the digital experience of their users. Most of our customers utilize Citrix, VMware, Nutanix, and/or Microsoft for their virtualization layer.

We have a fun and energetic company culture. We value a culture of transparency and curiosity. This is a company with a sense of humor, we love the work hard, play hard mentality. We value teamwork and approachability while keeping good vibes.

The Role

ControlUp Technical Success Managers are experienced IT professionals that are deeply knowledgeable in IT operations in the EUD and EUC space and gifted communicators that are able to articulate the ‘how’ and the ‘why’ to customers to influence their use of ControlUp.

The primary mandate for our Technical Success Managers is to guide customers through their technical journey with ControlUp. Through a combination of technical expertise and relationship building, the TSM will provide customers with a trusted contact who will share their in-depth product knowledge with the customer, allowing them to take ownership of their solution as well as helping to evolve the solution at the pace needed by the customer.


  • Advise customers on technical matters relating to ControlUp products, including design architecture, implementation best practices, solution operation and adoption, performance tuning and use case enhancement.
  • Mentor, coach and enable customers on their solution and the ‘art of the possible’. Thinking outside the box is something you should be comfortable with.
  • Build bespoke customer roadmaps in collaboration with customers to ensure continuous evolution of each customer's solution.
  • Contribute to internal technical projects, which can include supporting new product features, benchmarking, troubleshooting and best practices.
  • Provide ad-hoc assistance to Customer Success Managers, providing product and technical expertise to overcome technical issues.
  • Support the sales and presales teams with their efforts by being a ‘trusted advisor’ during the sales process.
  • Identify and write internal and external technical collateral, like typical deployment architectures, best practices, product customizations.
  • Maintain current knowledge of the entire ControlUp product portfolio.
  • Occasional visits to customers may be needed.
  • Requirements

  • 5+ year experience working in large organizations with VMware, Citrix, Azure Virtual Desktop
  • 5+ years experience in IT consulting, professional services or other customer-facing roles
  • 3+ years experience with Endpoint configuration and management experience.
  • Advanced powershell scripting skills.
  • Proven capabilities building, designing and delivering technology solutions to customers.
  • Exceptional interpersonal and communication skills with the ability to influence decision-making at all levels.
  • Additional European languages (advantage).
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