Technical Success-Director

The Technical Success Manager serves as the dedicated technical steward and trusted advisor for a portfolio of high‑value enterprise clients. This hybrid role combines the deep, account‑specific focus of a Technical Account Manager with the adoption‑driven, outcome‑oriented approach of a Technical Success Manager. The primary objectives are to minimize technical friction, ensure platform stability, drive technical adoption, and deliver measurable business value across the full client lifecycle. Responsibilities

Incident Oversight & Escalation: Act as the high‑touch escalation point for support tickets, providing hands‑on incident oversight and coordinating rapid resolution across internal teams. Proactive Platform Health: Conduct regular health checks and performance audits to identify risks, optimize system performance, and maintain a stable, reliable environment. Technical Adoption & Solution Optimization: Partner with customers to configure and tailor the platform to solve specific business problems, remove technical barriers, and accelerate value realization. Change Management Governance: Provide customer‑specific guidance for upgrades, migrations, and integrations, ensuring minimal disruption and risk mitigation. Roadmap Alignment & Expansion: Develop a thorough understanding of each client’s technical architecture, align it with the product roadmap, and partner with Customer Success Managers to demonstrate feasibility of new use cases and expansion opportunities. Trusted Technical Advisor: Educate customers on best practices, provide strategic guidance beyond standard support, and build long‑term trust. Qualifications

Strong expertise in a technical customer‑facing role such as Technical Account Management, Solutions Engineering, Technical Support, or Customer Success within a SaaS or enterprise software environment. Technical proficiency: Working knowledge of enterprise software platforms, cloud‑based architectures, APIs, and integrations. Incident management: Experience managing technical escalations, coordinating cross‑functional teams, and driving issues to resolution. Customer Relationship Management: Proven ability to build and maintain trusted advisor relationships with senior technical stakeholders and executive sponsors. Analytical & problem‑solving skills: Diagnostic ability to identify root causes, assess risk, and develop actionable solutions. Communication & presentation: Excellent written and verbal communication skills, with the ability to deliver clear, concise updates, reviews, and recommendations. Cross‑functional collaboration: Comfortable working across Customer Success, Support, Engineering, and Professional Services teams. Project & change management: Familiarity with change management principles and ability to guide clients through technical transitions. Growth mindset: Proactive, self‑motivated approach with a passion for continuous learning and evolving alongside the role. Benefits

Highly competitive compensation and benefits packages, a people‑first work environment offering work/life balance, employee resource groups, and social events to promote interaction and camaraderie. Equal Employment Opportunity

FICO promotes a culture of inclusion and seeks to attract a diverse set of candidates for each job opportunity. We are an equal employment opportunity employer and we’re proud to offer employment and advancement opportunities to all candidates without regard to race, color, ancestry, religion, sex, national origin, pregnancy, sexual orientation, age, citizenship, marital status, disability, gender identity or Veteran status.

#J-18808-Ljbffr