Technical Success Manager

Position:Technical Success Manager

ServiceChannel is the leading cloud-based service automation platform for facilities management. We offer a single platform to source, procure, manage, and pay for repair and maintenance services from commercial contractors. ServiceChannel is well established, but even after almost 20 years, we still retain the spirit of a startup. We are primed for success, and we are currently on a high growth trajectory. We are committed to crafting a great product for our customers and an extraordinary work environment for our employees to succeed professionally and personally.

We are searching for a forward-thinking Technical Success Manager to lead our technical support initiatives and advocate for our robust API and integration solutions. This critical role is designed for a strategic thinker who will contribute to the long-term stability of our systems and enhance our clients' operational success. As an essential member of our team, you will provide expert support for APIs and integrations, meticulously map and document data flows, and foster collaboration across teams to uphold system integrity and drive client success.

Develop and maintain a deep understanding of the product's features, capabilities, and updates to effectively support customers. Document customer interactions, issues, and resolutions in a CRM or support system to maintain a record and help improve the product.
Provide assistance to customers who are using the company's APIs. This includes helping with API calls, troubleshooting issues with API integrations, and understanding API documentation.
Advise customers on best practices for integrating the company's technology with other systems or third-party services, ensuring seamless data flow and functionality.
Serve as the bridge between the customer's technical team and the company's engineering team, especially when it comes to discussing the technical aspects of integrations and API usage.
Identify and resolve technical issues that arise from the integration of the company's product with other systems.
Gather customer feedback on the API and integration experience and relay this to the product team to inform future product enhancements or the development of new features.
Collaborate with the product team to enhance API capabilities based on customer needs and the evolving landscape of integrations.
Conduct training sessions for customers on how to use APIs and build integrations, potentially including hands-on workshops or hackathons.
Monitor the health and usage of APIs and integrations for customer accounts, reporting on metrics such as API call volumes, error rates, and performance issues.
Be a client advocate while keeping ServiceChannel values and initiatives in mind.
Analyze and map data flows between different systems to ensure accurate and efficient data exchange.
Work cross-functionally with ServiceChannel teams to support strategies for customer success.

Required Skills & Experience

Bachelor's Degree
Tech-savvy with experience in web technologies and APIs functionality and framework
A solid grasp of integration patterns, platforms, and authentication protocols, paired with practical knowledge of data structures like JSON and XML.
Strong problem-solving skills, including the ability to diagnose and troubleshoot technical issues, demonstrate creative thinking to devise effective solutions quickly, and have analytical skills to assess problems and break down complex concepts.
Solid project management skills with the ability to multitask and prioritize.
Strong attention to detail. Ability to accurately capture specific pieces of information (details) and then document these details in written form while speaking with the caller and following processes correctly.
Adaptive and responsive to feedback and open to updating processes where required.
Collaboration and teamwork. While most of the role is an individual contributor, team members support each other through cross-training, reviewing the learning applications, remote communication methods, procedures, client expectations, and program development efforts.
Willingness and desire to ask, learn, advance, achieve, and engage with other team members in order to obtain team excellence.
Excellent written and verbal communication, strong interpersonal skills
Strong analytical skills, with the ability to analyze data, apply statistical data summaries, create meaningful data visualizations, identify trends and anomalies, and communicate these to various audiences.
Comfortable scheduling, managing, and running presentations, both remotely and onsite, with internal and external senior leaders and team members
Experience driving organizational change initiatives.
Passion for building customer relationships, providing customer service, and empathetic conflict resolution skills.

Preferred Skills & Experience
Experience and/or familiarity with ServiceChannel
Facility Management or Procurement/Finance experience
Experience with Salesforce and Gainsight

ServiceChannel helps many of your favorite brands manage their brick and mortar facilities. Our customers are market leaders in the retail, restaurant, grocery, convenience store, fitness, banking, education and health industries. The facilities and store operations teams at CVS, Trader Joe's, Adidas, Louis Vuitton and Chipotle, among 500 other brands in over 70+ countries, rely on ServiceChannel to deliver the best possible guest and employee experience. We are the leader in our space, and we continue to earn that position by innovating within data analytics, IOT, and machine learning through our market-leading software and services.
As a brand that is shaping the future of our industry, we only succeed by recruiting and developing the best talent available. This is a team that is driven to do better, emphasizes continuous improvement, acts with integrity and works together to win together.
In 2021, we joined the Fortive group of leading technology companies, united by a common purpose to make the world stronger, safer and smarter. Fortive accelerates ServiceChannel's growth through extraordinary business systems, cross-industry expertise and employee development resources.

Fortive is a diversified industrial growth company comprised of global businesses that are recognized leaders in attractive markets. With more than $6 billion in annual revenues, Fortive's well-known brands hold leading positions in field instrumentation, transportation, sensing, product realization, automation and specialty, and franchise distribution. Fortive is headquartered in Everett, Washington and employs a team of more than 24,000 research and development, manufacturing, sales, distribution, service and administrative employees in more than 40 countries around the world. Our team grows by tackling challenges that accelerate progress and further their careers. With a culture rooted in continuous improvement, the core of our company's operating model is the Fortive Business System. For more information please visit: www.fortive.com.

We offer an excellent benefits package including medical, dental, vision, life and LTD insurance, HSA, and a 401(k) retirement plan. ServiceChannel's commitment to the professional and personal success of our employees has landed us on Wealthfront's Career-Launching Companies List for three years in a row.

Fortive Corporation and all Fortive Companies are proud to be equal opportunity employers. We value and encourage diversity and solicit applications from all qualified applicants without regard to race, color, national origin, religion, sex, age, marital status, disability, veteran status, sexual orientation, gender identity or expression, or other characteristics protected by law. Fortive is also committed to providing reasonable accommodations for applicants with disabilities. Individuals who need a reasonable accommodation because of a disability for any part of the employment process should ask to speak with a Human Resources representative to request an accommodation.

Fortive Corporation Overview

Fortive's essential technology makes the world stronger, safer, and smarter. We accelerate transformation across a broad range of applications including environmental, health and safety compliance, industrial condition monitoring, next-generation product design, and healthcare safety solutions.

We are a global industrial technology innovator with a startup spirit. Our forward-looking companies lead the way in software-powered workflow solutions, data-driven intelligence, AI-powered automation, and other disruptive technologies. We're a force for progress, working alongside our customers and partners to solve challenges on a global scale, from workplace safety in the most demanding conditions to groundbreaking sustainability solutions.

We are a diverse team 18,000 strong, united by a dynamic, inclusive culture and energized by limitless learning and growth. We use the proven Fortive Business System (FBS) to accelerate our positive impact.

At Fortive, we believe in you. We believe in your potential—your ability to learn, grow, and make a difference.

At Fortive, we believe in us. We believe in the power of people working together to solve problems no one could solve alone.


Fortive: For you, for us, for growth.