SOE Software
Technical Client Success Associate (TCSA)
Join to apply for the
Technical Client Success Associate (TCSA)
role at
SOE Software .
About SOE Software We are SOE Software Corporation, a company dedicated to providing secure and advanced technology, founded on research and experience, to meet modern‑day electoral challenges. With an eye toward the future, SOE drives the digital transformation and modernization of elections and decision‑making processes by delivering secure, transparent, and accessible solutions.
Candidate Profile The Technical Client Success Associate (TCSA) is a key member of the Client Success team, serving as a primary technical point of contact post‑sale. They are client‑focused and may thrive in a fast‑paced, small‑company environment where their impact is immediate and significant. The TCSA supports client adoption, provides basic to intermediate product support, conducts technical training, and ensures clients successfully integrate and utilize our complex technology solution. The TCSA works proactively to manage client relationships, address day‑to‑day inquiries, and identify potential risks or opportunities within their assigned client portfolio. The TCSA works closely with the Client Success team and the dedicated product teams. They also help sales identify potential sales opportunities and stay informed of upcoming renewals.
Key Responsibilities Onboarding and Adoption
Assist the Client Success team in the seamless onboarding of new clients, ensuring a smooth transition and rapid time‑to‑value.
Conduct tailored training sessions for client technical users, focusing on implementation best practices, advanced feature configurations, and platform troubleshooting.
Maintain accurate, up‑to‑date client records and activity logs.
Escalate issues to management and marketing, especially in high‑profile implementations.
Client Engagement, Advocacy & Relationship Management
Conduct check‑ins and calls with clients to monitor platform usage, share best practices, and gather feedback.
Act as the voice of the client internally, communicating client needs, feedback, and technical issues to the Product and Support teams.
Monitor client feature usage and strategically encourage the adoption of untapped product capabilities relevant to their business goals.
Provide personalized training and documentation to clients to help them utilize product features and realize desired outcomes. Assist with updating and creating new documentation to reduce support requests.
Gather, categorize, and clearly articulate client‑requested technical feature enhancements or pain points to the Product Management team to influence the product roadmap.
Identify technical risks (e.g., outdated configurations, low usage of key features) that could lead to churn and execute mitigation plans.
Technical Support And Escalation Management
Handle routine client questions, coordinate with technical support for advanced troubleshooting, and manage the administrative aspects of client accounts.
Handle and resolve complex, product‑specific technical inquiries that go beyond standard Tier 1 customer support, requiring a deeper understanding of the product’s backend functionality.
Diagnose and document bugs, performance issues, and integration failures, acting as the bridge between the client and the product team.
Manage the lifecycle of technical support tickets for assigned clients, ensuring timely communication and satisfaction until resolution.
Growth & Sales Support
Monitor client usage patterns and technical hurdles to identify opportunities for upselling.
Transition qualified leads to the Account Executive or Sales team, providing them with the technical context and “pain points” discovered during support interactions.
Maintain an understanding of the product roadmap to proactively inform clients of upcoming features that may require an upgrade or add‑on.
Collect and share technical feedback from clients regarding competitor features or market gaps with the Sales and Product teams.
Internal Partnerships
Provide pre‑sales technical support and expertise as needed, including content contribution to RFPs and client presentations.
Help review code updates provided by development and incorporate them into client sites.
Work closely with development to make software more intuitive, easier to deploy, and easier to support.
Communicate with management about client relationship health.
Qualifications And Skills
Bachelor’s degree (preferred) or equivalent experience in Information Technology, Engineering, or a related technical field.
2‑4 years of experience in a technical client‑facing role such as Technical Account Management, Solutions Engineering, Technical Support, Quality Assurance, or Professional Services, preferably within a SaaS or enterprise software company.
Excellent written and verbal communication skills; ability to explain technical concepts clearly and concisely.
Comfortable learning and demonstrating new software and technologies; ability to quickly become a subject matter expert on complex proprietary software.
Proven ability to diagnose, troubleshoot, and resolve complex technical issues independently.
High level of empathy, organizational skills, and attention to detail.
Preferred Qualifications
Experience with a CRM platform (e.g., Salesforce, Zoho).
Experience with issue management software (e.g., Jira).
Experience with Microsoft 365, including Teams.
Nice To Have
Knowledge of voting systems and technology used to support the voting infrastructure in the United States.
Experience supporting government clients.Knowledge of the election cycle.
Experience with WordPress websites and Elementor editor.
Work Environment & Travel
Availability to travel up to 10% of the time.
Availability to work a standard week, but can be on call at pre‑determined times in the evening and on the weekend according to implementation or election schedules.
Current work environment is remote; however, the position does require occasional company meetings in Tampa.
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Technical Client Success Associate (TCSA)
role at
SOE Software .
About SOE Software We are SOE Software Corporation, a company dedicated to providing secure and advanced technology, founded on research and experience, to meet modern‑day electoral challenges. With an eye toward the future, SOE drives the digital transformation and modernization of elections and decision‑making processes by delivering secure, transparent, and accessible solutions.
Candidate Profile The Technical Client Success Associate (TCSA) is a key member of the Client Success team, serving as a primary technical point of contact post‑sale. They are client‑focused and may thrive in a fast‑paced, small‑company environment where their impact is immediate and significant. The TCSA supports client adoption, provides basic to intermediate product support, conducts technical training, and ensures clients successfully integrate and utilize our complex technology solution. The TCSA works proactively to manage client relationships, address day‑to‑day inquiries, and identify potential risks or opportunities within their assigned client portfolio. The TCSA works closely with the Client Success team and the dedicated product teams. They also help sales identify potential sales opportunities and stay informed of upcoming renewals.
Key Responsibilities Onboarding and Adoption
Assist the Client Success team in the seamless onboarding of new clients, ensuring a smooth transition and rapid time‑to‑value.
Conduct tailored training sessions for client technical users, focusing on implementation best practices, advanced feature configurations, and platform troubleshooting.
Maintain accurate, up‑to‑date client records and activity logs.
Escalate issues to management and marketing, especially in high‑profile implementations.
Client Engagement, Advocacy & Relationship Management
Conduct check‑ins and calls with clients to monitor platform usage, share best practices, and gather feedback.
Act as the voice of the client internally, communicating client needs, feedback, and technical issues to the Product and Support teams.
Monitor client feature usage and strategically encourage the adoption of untapped product capabilities relevant to their business goals.
Provide personalized training and documentation to clients to help them utilize product features and realize desired outcomes. Assist with updating and creating new documentation to reduce support requests.
Gather, categorize, and clearly articulate client‑requested technical feature enhancements or pain points to the Product Management team to influence the product roadmap.
Identify technical risks (e.g., outdated configurations, low usage of key features) that could lead to churn and execute mitigation plans.
Technical Support And Escalation Management
Handle routine client questions, coordinate with technical support for advanced troubleshooting, and manage the administrative aspects of client accounts.
Handle and resolve complex, product‑specific technical inquiries that go beyond standard Tier 1 customer support, requiring a deeper understanding of the product’s backend functionality.
Diagnose and document bugs, performance issues, and integration failures, acting as the bridge between the client and the product team.
Manage the lifecycle of technical support tickets for assigned clients, ensuring timely communication and satisfaction until resolution.
Growth & Sales Support
Monitor client usage patterns and technical hurdles to identify opportunities for upselling.
Transition qualified leads to the Account Executive or Sales team, providing them with the technical context and “pain points” discovered during support interactions.
Maintain an understanding of the product roadmap to proactively inform clients of upcoming features that may require an upgrade or add‑on.
Collect and share technical feedback from clients regarding competitor features or market gaps with the Sales and Product teams.
Internal Partnerships
Provide pre‑sales technical support and expertise as needed, including content contribution to RFPs and client presentations.
Help review code updates provided by development and incorporate them into client sites.
Work closely with development to make software more intuitive, easier to deploy, and easier to support.
Communicate with management about client relationship health.
Qualifications And Skills
Bachelor’s degree (preferred) or equivalent experience in Information Technology, Engineering, or a related technical field.
2‑4 years of experience in a technical client‑facing role such as Technical Account Management, Solutions Engineering, Technical Support, Quality Assurance, or Professional Services, preferably within a SaaS or enterprise software company.
Excellent written and verbal communication skills; ability to explain technical concepts clearly and concisely.
Comfortable learning and demonstrating new software and technologies; ability to quickly become a subject matter expert on complex proprietary software.
Proven ability to diagnose, troubleshoot, and resolve complex technical issues independently.
High level of empathy, organizational skills, and attention to detail.
Preferred Qualifications
Experience with a CRM platform (e.g., Salesforce, Zoho).
Experience with issue management software (e.g., Jira).
Experience with Microsoft 365, including Teams.
Nice To Have
Knowledge of voting systems and technology used to support the voting infrastructure in the United States.
Experience supporting government clients.Knowledge of the election cycle.
Experience with WordPress websites and Elementor editor.
Work Environment & Travel
Availability to travel up to 10% of the time.
Availability to work a standard week, but can be on call at pre‑determined times in the evening and on the weekend according to implementation or election schedules.
Current work environment is remote; however, the position does require occasional company meetings in Tampa.
#J-18808-Ljbffr