Technical Client Success Manager

At Dalos, we’re more than just a Unified Asset Intelligence Platform; we are a guiding partner in our clients’ asset management lifecycle. As a Technical Client Success Manager, you will be a vital client-facing figure, helping clients succeed in managing their connected devices anywhere and everywhere. This role is a blend of technical expertise and management skills, essential for leading our client success journey.

Responsibilities:
Develop and maintain robust client relationships, ensuring a seamless experience with Dalos’s services.
Manage 24/7 client Service Center dealing with Service Desk and network-related issues.
Manage a globally dispersed team.
Align our solutions with client asset management needs.
Offer technical guidance and support for connected device management.
Monitor client product usage, providing actionable insights to internal teams.
Collaborate with technical teams for quick resolution of client issues.
Prepare and deliver regular reports on the service desk, product performance, and client satisfaction.
Identify growth opportunities within existing client accounts.

Management Requirements:
B.S. Degree in Information Technology or a related field.
Proven experience in client success and technical support roles.
Strong leadership and team management skills.
Excellent communication and interpersonal abilities.
A problem-solving mindset focused on efficiency and client satisfaction.
Technical proficiency in Dalos’ products and services.
Capability to manage and maintain schedules for a 24/7 support team.

Technical Requirements:
Experience in troubleshooting Windows and Mac computers.
Skill in creating knowledge base articles for standardized process adherence.
Expertise in handling 1st level service desk issues, including password and MFA resets.
Competence in developing executive monthly reports.
Familiarity with MDM tools such as JAMF, Intune, and SOTI.
Efficient management of ticketing systems and team issue resolution.
Conducting weekly 1-1 calls with team members.
Experience in Network devices such as Routers, firewalls, Network Switches, and Access Points.
Familiar with IoT sensors and connected devices.
Experience in network monitoring tools reporting outages.
Manage new facility onboarding and asset upgrades.

What We Offer:
A dynamic and supportive remote work environment.
Competitive salary.
Opportunities for professional growth in a growing industry.
A significant role in impacting client success and satisfaction.

How to Apply:
Interested candidates should send a resume and a cover letter detailing their suitability for this role