Technical Customer Success Manager

Olive is entering an exciting phase of our journey as we build on our early customer success and scale rapidly. This opportunity will have a meaningful impact on industry and organizations, directly affecting millions worldwide.

In this position, you will join the Olive Customer Growth team and play an important role in the implementation, growth and retention of our customers, and in the evolution of our Platform experience. This opportunity is perfect for someone who enjoys answering more technical questions on customer calls, identifying more technical add-on sales opportunities, and identifying effective solutions to business problems with technical platforms.

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Submit your application here
WHAT YOU'LL BE DOING
  • Contributing as a customer-facing member of the Olive Customer Growth team.
  • Advising Olive Customers on the use of the Olive platform to deliver B2B2C consumer programs based on rounding, rewards, matching and more.
  • Guiding Olive Customers through the configuration and integration of Olive into their mobile and web applications.
  • Providing technical support to Customer project teams and liaising with Olive’s Product Delivery team to improve the Olive Platform.
  • Creating technical guides for our Customer Knowledge Base that effectively communicate recommended practices for using Olive’s card linking platform to deliver best-in-class customer engagement programs.
  • Supporting Olive sales as a solution expert during pre-sales activities with prospects.
  • Identifying, evaluating and documenting Customer needs to drive improvements of the Olive Platform.
WHAT YOU'LL BRING TO THE TEAM
  • 3-5 years experience in customer-facing technical support, technical account management, or customer success positions
  • Computer science, computer engineering, or related degree or demonstrated experience in developing and deploying programmed solutions.
  • Hands-on experience designing customer experiences for web and/or mobile applications.
  • An above average ability to learn new technologies, APIs, and technology solutions 
  • Skills to explain complex technical concepts in simple terms in order to help customers and colleagues understand.
  • Passion for collaborating with internal and external customers to identify solutions to business problems.
  • Exceptional ability to communicate and foster positive business relationships.
  • Pride in your strong writing skills and related attention to detail.
SKILLS TO BE GREAT IN THIS ROLE
  • Able to talk code with developers and business requirements with customers.
  • Strong technical writing and editorial skills, including documenting code examples. Please provide a link to examples of your work in your application.
  • Able to communicate technical instructions effectively through written word, picture and video demonstration. 
  • Experience writing programmable solutions to leverage and incorporate REST API inputs and outputs.
  • Familiar with CRM software (we use Hubspot), and Google productivity applications (sheets, documents, slides, etc).
  • Strong communication skills with both internal team members and external business stakeholders.
  • Strong initiative to find ways to improve solutions, systems, and processes.
  • Familiarity with ticket-based customer support processes.

It would also be nice (but not a deal-breaker!) if you had:

  • Experience working with payments data or payments-focused technologies.
  • Experience working with card linked offers, affiliate rewards or similar marketing incentives.
WHERE YOU’LL WORK
  • Olive is a remote-first workplace with hubs around the Greater Toronto Area (i.e. Mississauga, Oakville, Waterloo).
  • We value meeting in person occasionally, so priority will be given to candidates within 125km.
BENEFITS OF WORKING WITH OLIVE
  • Experience a unique opportunity to build, grow, and leave your impact on a new, growing industry and the millions of people around the world we will help.
  • Work alongside an experienced executive team that supports your development by providing ongoing feedback and regular 1-on-1s.
  • Autonomy and responsibility: this role provides an opportunity to try new things and push creative boundaries.
  • You’ll be set up with a laptop and internet allowance.
  • Receive a total compensation package that includes a competitive health benefits package.