About us:Working at Tech Holding isn't just a job, it's an opportunity to be a part of something bigger. We are a full-service consulting firm that was founded on the premise of delivering predictable outcomes and high-quality solutions to our clients. Our founders and team members have industry experience and have held senior positions in a wide variety of companies – from emerging startups to large Fortune 50 firms – and we have taken our combined experiences and developed a unique approach that is supported by the principles of deep expertise, integrity, transparency, and dependability.The Role:We are looking for a Technical Customer Success & Deployment Lead for a project based assignment to turn committed pilots and customer deployments into successful implementations, measurable adoption, and long-term product value.This is a customer-facing, enterprise-oriented role that sits at the intersection of customer success, implementation, technical delivery, product, and engineering.You will own the operating relationship once an opportunity becomes a committed pilot or deployment. That includes onboarding, readiness, implementation planning, stakeholder coordination, adoption, issue triage, escalations, and ensuring customer feedback makes its way back into the product organization.This is not a traditional support role or a quota-carrying sales position. You will be responsible for creating structure around complex customer deployments while protecting engineering teams from fragmented or unmanaged customer requests.Key Responsibilities:Own the customer operating cadence from pilot kickoff through deployment, adoption, and final pilot decisionBuild and manage implementation plans, readiness checklists, milestones, dependencies, success criteria, and ownership matricesLead customer kickoffs and recurring deployment and status meetingsCoordinate dependencies across customers, GTM, Product, Partner Engineering, Security, Legal, and engineering delivery teamsEnsure each deployment has clear owners, timelines, risks, escalation paths, and measurable success criteriaTrack customer usage, adoption, product health, risks, decisions, commitments, incidents, and follow-up actionsSurface blockers early and drive accountability across internal and external stakeholdersTriage customer issues into the appropriate category, including support, configuration, integration, product defect, roadmap request, or commercial discussionRoute technical and product issues to the correct internal owner with clear context and supporting informationOwn customer-facing status updates and escalation communications during deployments and operational incidentsHelp customers understand the distinction between existing product capabilities, configuration, integration work, and future roadmap itemsCapture structured customer feedback and ensure Product and Engineering close the loop on decisions and learningsMonitor customer health and adoption signals and identify risks to successful deployment or expansionDevelop reusable onboarding guides, implementation playbooks, runbooks, training materials, FAQs, and customer handoff processesDrive pilots toward a clear outcome, including expand, convert, continue learning, pause, or exitRequired Skills:Strong experience in enterprise technical customer success, implementation, solutions delivery, technical program management, or a similar customer-facing technical roleExperience working with platform, SaaS, API-driven, integration-heavy, or technical enterprise productsDemonstrated experience leading complex customer implementations or deployments from kickoff through production adoptionStrong ability to coordinate business, executive, product, engineering, security, and technical stakeholdersExperience creating and managing implementation plans, milestones, dependencies, risks, ownership models, and escalation processesStrong technical fluency with APIs, integrations, environments, system dependencies, and common software delivery conceptsAbility to understand and communicate technical issues without needing to be the engineer implementing the solutionStrong issue-triage skills and the ability to distinguish between configuration problems, integration issues, product defects, roadmap requests, and commercial concernsExperience managing customer escalations and communicating clearly during high-pressure delivery or operational situationsStrong written and verbal communication skills, particularly with enterprise customers and senior stakeholdersAbility to turn ambiguous customer requests into structured, actionable information for Product and EngineeringStrong organizational discipline and attention to detail across multiple simultaneous customer commitmentsComfort working in an early-stage or rapidly evolving environment where implementation and customer-success processes are still being developedNice to have:Experience supporting identity, security, infrastructure, DNS, registry, or other technically complex platform productsExperience working with enterprise API integrationsExperience supporting customer pilots, proofs of concept, or phased production rolloutsFamiliarity with customer health metrics, adoption reporting, and implementation analyticsExperience working closely with solutions engineering, product management, and engineering teamsExperience building customer onboarding or implementation processes from the ground upFamiliarity with security, compliance, and enterprise procurement processesExperience supporting strategic enterprise customers with complex organizational structuresWhat Success Looks LikeWithin your first several months, you will have:Established a repeatable pilot and deployment process with clear plans, ownership, milestones, risks, and escalation pathsCreated standardized kickoff, readiness, RACI, success-measurement, and deployment templatesBrought visibility to active deployments, adoption, risks, issues, and customer healthEstablished a consistent operating cadence for priority customers and pilotsImproved the quality and structure of issues routed to Product and EngineeringReduced fragmented customer requests and unnecessary interruptions to engineering teamsCreated reusable onboarding, training, handoff, and deployment materialsEstablished a structured customer-feedback loop into Product and EngineeringHelped customers reach first value more predictablyEnsured pilots conclude with clear evidence and an explicit decision on whether to expand, convert, continue learning, pause, or exitEmployment type:ContractApplicants must be authorized to work for ANY employer in the U.S. We are unable to sponsor or take over sponsorship of an employment Visa at this timeTech Holding is proud to be an Equal Opportunity Employer and is committed to fostering a diverse and inclusive workplace. We welcome applicants from all backgrounds and experiences, and we consider qualified applicants without regard to race, color, religion, gender, sexual orientation, gender identity, national origin, disability, veteran status, or any other legally protected characteristic. If you require accommodation in the application process, please contact our HR
5 days ago