Technical Customer Success Manager, Protex AI
More information about location
AI-powered health & safety technology
Open for applications
AI-powered health & safety technology
21-100 employees
Open for applications
More information about location
21-100 employees
Company mission
To help enterprise EHS teams revolutionise how they make proactive safety decisions that help contribute to a safer work environment.
Role
Who you are
- Experience: Minimum of 5 years in client success, technical account management, or project management within a B2B SaaS or tech environment, with a strong record of managing enterprise-level accounts; demonstrated experience in managing Annual Recurring Revenue (ARR)/Monthly Recurring Revenue (MRR) goals
- Demonstrated understanding of EHS industry trends, challenges, and opportunities
- Technical Prowess: Strong grasp of SaaS architecture, integrations, and technical problem-solving, with the ability to comprehend and communicate complex technical details to both clients and internal teams
- A demonstrated understanding of computer vision, AI, and system networks is a bonus
- Project Management: Proven ability to lead complex projects using modern project management methodologies for multi-phase projects with agility and attention to detail
- Strategic Acumen: Ability to think critically and creatively, with a commercial mindset that drives value and builds strong client relationships, with the ability to identify growth opportunities within accounts
- Dynamic Presence: Approachable and energetic, capable of leading client conversations, presentations, and discussions that foster trust and alignment
- Adaptability & Problem-Solving: Skilled in navigating evolving client needs, with the agility to adapt and prioritize as business priorities shift
What the job involves
- The Technical Client Success Manager (TCSM) plays a critical role in driving platform adoption and ensuring client satisfaction
- By delivering tailored training, facilitating seamless onboarding, and providing actionable support, the TCSM ensures client sites fully realize the value of the Protex platform
- This role requires a deep understanding of Protex AI’s product suite and strong technical problem-solving and project management skills
- Acting as the primary advocate for client needs, the TCSM supports sites in achieving their goals while identifying opportunities for enhanced adoption and operational efficiency
- The TCSM serves as the Voice of the Customer, proactively identifying opportunities to enhance Protex’s product and service offerings, sharing actionable insights with internal teams, and contributing to the continuous improvement of client success processes
- Build and maintain advanced knowledge of Protex’s product features, architecture, and capabilities to set clear expectations, provide informed guidance and resolve client site challenges
- Address platform usage questions and configure in-app settings to meet specific client requirements within the TCSM’s scope of expertise
- Escalate unresolved or complex technical issues to Support or Engineering with clear, detailed documentation on user behavior trends, system performance concerns, and barriers to adoption to facilitate timely resolution
- Monitor system usage trends and performance metrics to proactively identify potential technical concerns and recommend solutions
- Own the onboarding and enablement processes, ensuring each site is set up for success with tailored workflows, platform configurations, and user-specific training materials
- Serve as the primary point of contact for assigned sites, managing site-level relationships through onboarding, training, and ongoing support to build trust and drive satisfaction
- Deliver customized usage strategies, including aligning workflows with platform capabilities, configuring system settings, and addressing adoption challenges
- Conduct regular check-ins with site stakeholders to evaluate adoption progress and address operational needs, changes, or concerns
- Track site-level adoption rates and usage patterns; as necessary, develop and implement action plans to address underutilization, optimize platform capabilities, and increase user engagement
- Proactively gather and act on feedback from site users to identify opportunities for meaningful enhancements to both product features and service delivery
- Leverage a commercial mindset to partner with Account Managers and Sales to identify opportunities for expansion or upselling based on site-level performance and feedback
- Provide detailed insights, such as impact reviews and usage metrics, to support the development of compelling value propositions
- Collaborate on strategic account planning to align adoption efforts with broader client goals and revenue opportunities
- In addition to playing the voice of the customer on the product side, partner closely with Marketing to showcase successful client outcomes and innovative use cases through initiatives such as webinars, case studies, or onsite events that drive brand awareness and growth
- Share user experiences and best practices, such as platform usage, business cases or communication strategies, with internal teams, fostering a feedback loop that informs product improvements and enhances the client experience
Our take
Health & Safety in industrial, factory, and warehouse environments has long been bemoaned for how it slows work processes down, and for how imperfect it is. It often takes accidents to happen (or be narrowly missed) for interventions to take place, and as a result, around 5,000 people a year are still killed in workplace accidents in the US alone.
Protex AI is out to make workplaces safer by turning CCTV cameras into AI-powered safety auditors. Its software plugs into an existing CCTV system and maps the actions of people, vehicles, and other equipment, and can then automatically capture and report on risks – ultimately allowing H&S teams to make more data-informed decisions.
Since being founded in 2021, Protex AI’s forward thinking approach has seen it expand into locations across Ireland, the UK, and the US, winning major customers such as Marks & Spencer and P&G. Now fresh from a major funding round, the startup is getting ready for a significant expansion, with a keen focus on the US in particular.
Freddie
Company Specialist at Welcome to the Jungle
Insights
Few candidates hear
back within 2 weeks
95% employee growth in 12 months
Company
Funding (2 rounds)
Aug 2022
$18m
SERIES A
Aug 2021
$0.2m
SEED
Total funding: $18.2m
Company benefits
- Company Laptop (Choice of Mac or Windows)
- Participation in Employee Share Option Programme
- Monthly Company Events
- Pension Scheme
- Health Insurance & Wellbeing Allowance
- Truly Unlimited Holidays
- Nomad Working for 20 Days
- Remote and Hybrid working opportunities
Company HQ
Dublin, Ireland
Articles
Leadership
Dan Hobbs
(CEO)Co-founded online exam management platform BetterExaminations in 2015, serving as CEO for six years until TERMINALFOUR acquired the startup.
Ciarán O'Mara
(CTO)Computer Vision Privacy PhD. Previously worked as a Machine Learning Engineer at Emdalo Technologies and a Software Developer at Cashbook.
Salary benchmarks
We don't have enough data yet to provide salary benchmarks for this role.
Submit your salary to help other candidates with crowdsourced salary estimates.
Share this job
View 4 more jobs at Protex AI