Technical Customer Success Manager (H/F)

About Talents IT

Talents IT is a national recruitment firm specializing in IT and DIGITAL careers. We regularly offer job opportunities in these fields: DEVELOPMENT, SECURITY, INFRASTRUCTURE, R&D, DATA, PROJECT, PRODUCT...

Our experienced consultants offer you PERSONALIZED SUPPORT and expert advice to help you advance in your career.

Job Description

Your missions:

Technical Support & Incident Management:

• Ensure processing of N1/N2 incidents and anomalies.
• Analyze errors reported by users.
• Perform technical investigations directly in the database.
• Participate in application monitoring.
• Track fixes until their production deployment.
• Prioritize and manage tickets via Jira.

Coordination with Internal Teams:

• Collaborate daily with Product, Project, and Development teams.
• Escalate complex incidents.
• Write clear and actionable technical tickets.
• Participate in the continuous improvement of support processes and documentation.

Client Support:

• Follow up on client requests.
• Communicate regularly on the progress of topics.
• Train and support users on certain functional topics.
• Ensure a high level of client satisfaction.

Technical Environment:

• SQL (Oracle, PostgreSQL)
• PHP / Symfony
• React
• GitLab / GitFlow
• Jira
• Advanced Excel

The solutions developed by our partner are critical and strongly business-oriented, with complex issues related to configuration, application monitoring, data management, and client support.

The role has a strong technical dimension: it is not a "classic" CSM role, but a hybrid position between application support, technical analysis, product coordination, and client relations.

Profile Sought

We are primarily looking for a technical profile with strong analytical skills and a genuine aptitude for application support.

Hard Skills:

• Good command of SQL and RDBMS issues.
• Concrete experience in N1/N2 support.
• Incident diagnosis and bug analysis.
• Jira ticket management.
• Good understanding of application environments and databases.
• Git / GitLab proficiency appreciated.
• Good command of Excel.
• Ability to write precise and structured technical tickets.

Soft Skills:

• Rigor and organization.
• Excellent customer service skills.
• Analytical skills and synthesis ability.
• Interpersonal skills and good communication.
• Resourcefulness and autonomy.
• Ability to manage multiple subjects in parallel.

Training & Experience:

• Bac+5 degree: engineering school or Master's in Computer Science.
• Initial experience in technical Customer Success, application support, or SaaS environment is appreciated.
• Junior profiles with significant work-study experience may be considered.

Conditions

• Permanent contract (CDI)
• Location: Boulogne-Billancourt
• Remote Work: 2 days/week after trial period
• Package: approximately €40K fixed + variable
• Start Date: ASAP

Ref: 29386760