Technology Success Manager

As a Technology Success Manager at Third Bridge, your primary responsibilities revolve around leading the technical support team, managing escalated issues, and ensuring that your team adheres to best practices. You will also work on continuous improvement initiatives while building robust relationships with key users and effectively communicating changes and updates. Your role will be vital in aligning the team’s performance with organizational goals and managing expectations across various stakeholders.

The ideal candidate for the Technology Success Manager position at Third Bridge should possess prior experience in IT Operations, particularly in desktop and application support. You will need strong analytical skills, attention to detail, and proficiency in translating complex technical concepts into accessible language. Experience with ITIL foundations is preferred, along with excellent people management skills and a dedication to continuous improvement and coaching.

Third Bridge is committed to the professional development of its Technology Success Managers, offering a personal development reimbursement annually for customized learning programs and specialized training. Additionally, the company provides a dedicated budget that supports further studies and job-related qualifications, allowing you to enhance your skills and knowledge continuously.

As a Technology Success Manager at Third Bridge, you will enjoy competitive compensation and a comprehensive benefits package, including 18 days of paid time off, private medical insurance, life insurance coverage, and flexible work arrangements. The company also promotes mental health through various initiatives and offers snacks and refreshments to keep you energized throughout the day.

An ideal Technology Success Manager at Third Bridge should be a creative problem solver with a proactive approach to coaching and mentoring. Strong people management skills are essential, along with the ability to influence stakeholders effectively. Moreover, having a strong work ethic, adaptability to change, and a commitment to continuous learning and improvement will help you thrive in this role.

To prioritize tasks effectively as a Technology Success Manager, I focus on understanding the impact of each task on team performance and client satisfaction. I assess urgency and importance, and collaborate with my team to evaluate potential blockers, ensuring that we align our efforts with organizational goals.

In my previous role, we faced a major system outage affecting multiple clients. I quickly assembled a cross-functional team, diagnosed the root cause, and implemented both immediate and long-term solutions, ensuring transparent communication with affected clients throughout the process.

My approach to coaching involves understanding each team member's strengths and growth areas. I provide constructive feedback regularly while creating a supportive environment that encourages open communication and continuous learning. This helps team members to thrive and develop their skills.

I measure success by key performance indicators such as resolution times, client satisfaction scores, and team engagement levels. Regularly reviewing these metrics allows me to identify areas where we can improve and recognize our achievements as a team.

Building strong relationships with key users starts with active listening and understanding their unique needs. I frequently seek feedback, involve them in decision-making processes related to support changes, and ensure consistent communication to maintain trust and collaboration.

To ensure adherence to best practices, I establish clear guidelines and processes supported by regular training sessions. I also encourage team members to share insights and updates on best practices, fostering a culture of learning that keeps us aligned and effective.

In a previous role, stakeholders had differing expectations about a software rollout. I facilitated a meeting to understand each perspective and communicated a balanced approach that prioritized client needs while aligning with our team's capabilities, resulting in a successful implementation.

I take a proactive stance on problem management by identifying potential issues before they escalate. This involves regularly analyzing data, gathering insights from the team, and implementing preventive measures that address root causes sustainably.

I promote a culture of continuous improvement by encouraging feedback and innovation from every team member. We regularly review our processes and celebrate small wins, fostering an environment where everyone feels empowered to suggest enhancements.

To track team performance, I use a combination of project management tools and regular performance reviews. This provides us with a clear view of ongoing tasks, progress on goals, and areas that require attention, thus enabling us to adapt and improve continually.