Technical Client Success Associate; TCSA

Position: Technical Client Success Associate (TCSA)

Technical Client Success Associate (TCSA)

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About SOE Software

We are SOE Software Corporation, a company dedicated to providing secure and advanced technology, founded on research and experience, to meet modern‑day electoral challenges. With an eye toward the future, SOE drives the digital transformation and modernization of elections and decision‑making processes by delivering secure, transparent, and accessible solutions.

Candidate Profile

The Technical Client Success Associate (TCSA) is a key member of the Client Success team, serving as a primary technical point of contact post‑sale. They are client‑focused and may thrive in a fast‑paced, small‑company environment where their impact is immediate and significant. The TCSA supports client adoption, provides basic to intermediate product support, conducts technical training, and ensures clients successfully integrate and utilize our complex technology solution.

The TCSA works proactively to manage client relationships, address day‑to‑day inquiries, and identify potential risks or opportunities within their assigned client portfolio. The TCSA works closely with the Client Success team and the dedicated product teams. They also help sales identify potential sales opportunities and stay informed of upcoming renewals.

Key Responsibilities Onboarding and Adoption

• Assist the Client Success team in the seamless onboarding of new clients, ensuring a smooth transition and rapid time‑to‑value.
• Conduct tailored training sessions for client technical users, focusing on implementation best practices, advanced feature configurations, and platform troubleshooting.
• Maintain accurate, up‑to‑date client records and activity logs.
• Escalate issues to management and marketing, especially in high‑profile implementations.

Client Engagement, Advocacy & Relationship Management

• Conduct check‑ins and calls with clients to monitor platform usage, share best practices, and gather feedback.
• Act as the voice of the client internally, communicating client needs, feedback, and technical issues to the Product and Support teams.
• Monitor client feature usage and strategically encourage the adoption of untapped product capabilities relevant to their business goals.
• Provide personalized training and documentation to clients to help them utilize product features and realize desired outcomes. Assist with updating and creating new documentation to reduce support requests.
• Gather, categorize, and clearly articulate client‑requested technical feature enhancements or pain points to the Product Management team to influence the product roadmap.
• Identify technical risks (e.g., outdated configurations, low usage of key features) that could lead to churn and execute mitigation plans.

Technical Support And Escalation Management

• Handle routine client questions, coordinate with technical support for advanced troubleshooting, and manage the administrative aspects of client accounts.
• Handle and resolve complex, product‑specific technical inquiries that go beyond standard Tier 1 customer support, requiring a deeper understanding of the product’s backend functionality.
• Diagnose and document bugs, performance issues, and integration failures, acting as the bridge between the client and the product team.
• Manage the lifecycle of technical support tickets for assigned clients, ensuring timely communication and satisfaction until resolution.

Growth & Sales Support

• Monitor client usage patterns and technical hurdles to identify opportunities for upselling.
• Transition qualified leads to the Account Executive or Sales team, providing them with the technical context and “pain points” discovered during support interactions.
• Maintain an understanding of the product roadmap to proactively inform clients of upcoming features that may require an upgrade or add‑on.
• Collect and share technical feedback from clients regarding competitor features or market gaps with the Sales and Product teams.

Internal Partnerships

• Provide pre‑sales technical support and expertise as needed, including content contribution to RFPs and client presentations.
• Help review code…