Technical Platform Expert, Ironclad
Support - EMEA
2-5 days a week in office
Enterprise software for managing contracts
Be an early applicant
Enterprise software for managing contracts
501-1000 employees
Be an early applicant
2-5 days a week in office
501-1000 employees
Company mission
To power the world’s contracts.
Role
Who you are
- 3+ years of experience in a customer-facing, product-oriented role at a B2B SaaS company (e.g. Technical Account Manager, technical consulting, technical support, customer support, or another technical customer-facing role within a B2B SaaS environment.)
- Customer-first mindset with a passion for understanding customer goals, advocating for their needs, and delivering successful outcomes
- Strong technical aptitude with the ability to troubleshoot complex product issues, including AI-powered features and workflows, and translate technical concepts into clear, customer-friendly guidance
- Familiarity with generative AI concepts, large language models (LLMs), prompt engineering fundamentals, and AI-assisted support workflows
- Excellent written and verbal communication skills with experience leading customer conversations. Ability to translate technical concepts for non-technical stakeholders; ability to write clear assessments and recommendations; ability to manage sensitive customer conversations
- Strong analytical and problem-solving skills with the ability to prioritize, investigate, and appropriately escalate customer issues
- Strong organizational skills with the ability to manage competing priorities in a fast-paced environment while maintaining a high level of ownership
- Experience collaborating cross-functionally with Product, Engineering, Professional Services, Sales, and other internal partners
- Growth mindset with a passion for continuous learning, process improvement, and leveraging AI and emerging technologies to improve productivity and customer outcomes
- Experience with Salesforce Service Cloud, Zendesk, or similar customer support platforms
- Familiarity with Contract Lifecycle Management (CLM) or Legal Operations is a plus
What the job involves
- As a Technical Platform Expert (TPE), you will deliver end-to-end consultative guidance and technical support that helps customers successfully adopt and maximize the value of the Ironclad platform
- This unified role brings together the proactive, value-driving mechanics of Customer Success with deep-dive technical problem-solving
- Whether your team focus is driving adoption and optimizing complex configurations, or investigating and resolving advanced product issues, both workstreams are dedicated to improving the customer's post-live product experience
- In this role, you will leverage advanced AI tools to accelerate resolutions, translate complex concepts for stakeholders, and collaborate directly with Product and Engineering to advocate for our customers
- Provide post-hypercare support to customers following their initial implementation to help drive early adoption and value realization
- Deliver high quality post-hypercare technical support to new and existing customers
- Leverage internal AI tools and knowledge systems to accelerate issue investigation, improve documentation, and enhance the customer support experience
- Troubleshoot, reproduce, and document complex product issues, including AI-powered features and workflows, escalating bugs to Engineering with clear technical context and customer impact
- Guide customers on product functionality, configuration, AI capabilities, workflow optimization, and best practices to maximize the value of the Ironclad platform
- Support customers through onboarding, product adoption, technical health checks, and configuration reviews by providing consultative guidance and identifying opportunities to improve efficiency
- Collaborate cross-functionally with Product, Engineering, Sales, and Professional Services to resolve complex issues, advocate for customer needs, and influence product improvements
- Translate technical concepts for non-technical stakeholders through clear communication, technical assessments, and customer-facing recommendations
- Advocate for customer needs internally, ensuring product enhancements and process improvements reflect real-world use
- Maintain a strong understanding of the product roadmap and effectively position upcoming capabilities—helping customers envision solutions that may not yet exist today and preparing them for future adoption
Salary benchmarks
Our take
Business contracting is often inefficient and messy, with approvals required from various stakeholders and many processes still paper-based. Ironclad is a platform that digitises, automates, and streamlines contract workflows, allowing legal teams to focus on legal work rather than paperwork. Its platform features collaborative tools that facilitate business operations and extract and catalogue contract metadata, making information easier to access and act upon. Its enterprise customers include Dropbox, Mastercard, Pixar, Fox, and L’Oréal.
Despite its success, Ironclad faces competition in the $3.68 billion contract lifecycle management industry from major players like DocuSign and emerging ones like Contractbook. The company recently announced Ironclad Signature, marking its entry into the $13 billion eSignature market. The new feature speeds up the signature process by an estimated 80% and provides summaries and approval histories to users. This new tool is expected to strengthen Ironclad's position in the sell-side contract lifecycle management market.
Additionally, Ironclad introduced value-based pricing, charging only for completed, signed agreements, unlike other providers who charge for every signature packet sent out. Ironclad, backed by investors like Accel, Sequoia, Y Combinator, and BOND, remains committed to innovating and maintaining its leadership in the contract lifecycle management space.
Kirsty
Company Specialist at Welcome to the Jungle
Insights
-3% employee growth in 12 months
Company
Funding (last 2 of 7 rounds)
Jan 2022
$150m
SERIES E
Dec 2020
$100m
SERIES D
Total funding: $334.3m
Company benefits
- Dental, and vision insurance
- 401K
- Wellness reimbursement
- Flexible vacation policy
- Generous parental leave for both primary and secondary caregivers
- Work from home opportunities
- Health insurance
Company HQ
Chinatown, San Francisco, CA
Leadership
Cai GoGwilt
(Co-Founder & Board Member)Studied HSPS at Cambridge, and Computer Science at MIT. Was a Summer Technology Analayst at Goldman Sachs. Worked as a Research Assistant at MIT. Was a Software Engineer at Palantir.
Jason Boehmig
(Co-Founder & Board Member)Former Corporate Lawyer at Fenwick and Professor of Law at the University of Notre Dame before founding Ironclad in 2014.
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