Job Overview: We are seeking an experienced and technically proficient Technical Customer Success Manager to join our team. This role is responsible for managing relationships with key clients, ensuring smooth onboarding, and driving long-term success with our digital solutions. The ideal candidate will have a strong background in customer success and digital product configuration, with the technical acumen to support API-based integrations and troubleshoot data-related issues. This is a hands-on role that requires cross-functional collaboration, a strong customer focus, and working knowledge of REST APIs, JSON, and XML. Key Responsibilities: Own and manage strategic client relationships, driving engagement, satisfaction, and retention. Onboard new clients and support multi-market launches, ensuring timely configuration and alignment with business goals. Design and customize digital menus using our platform, aligning layout, color schemes, and branding with client expectations. Act as the customer’s advocate within the company, channeling feedback and requests to Product, Engineering, and Marketing. Troubleshoot and escalate issues as needed, ensuring prompt resolution within defined SLA windows. Provide technical support related to API interactions, including understanding request structures, endpoints, and responses. Interpret and resolve data formatting issues using JSON and XML, supporting integration flows and troubleshooting. Coordinate with cross-functional teams to ensure product stability, configuration consistency, and smooth client experiences. Proactively identify risks or opportunities within client accounts and collaborate on strategies to address them. Serve as a key liaison between the Customer Success and Engineering teams, helping to clarify and translate client requests into actionable technical requirements Requirements: 4+ years of experience in Customer Success, Technical Account Management, or Implementation roles in SaaS or tech-driven environments. Experience configuring or customizing digital products, such as menus, kiosks, or eCommerce platforms. Solid understanding of RESTful APIs, including the ability to test endpoints and analyze JSON/XML payloads and responses. Proven troubleshooting skills and the ability to explain technical issues to both technical and non-technical stakeholders. Strong interpersonal and communication skills, with the ability to build trust and rapport with high-value clients. Strong organizational and project management skills, able to prioritize and manage multiple client engagements. Team-oriented mindset with a commitment to client success and product quality. Nice to Have: Familiarity with Zoho, Jira, or other ticketing/project management systems. Experience working in the restaurant, hospitality, or retail tech sectors. Fluency in English; additional languages such as Spanish or Portuguese are a plus. Basic experience with visual configuration tools or front-end brand customization. #J-18808-Ljbffr