Novaneuron
Website:
novaneuron.com
Job details:
Role Description
Location: India (Remote / Hybrid)
Shift: 9:00 AM – 5:00 PM EST (Evening Shift IST)
Experience: 3–7 Years (Preferred)
Role Overview
We are looking for a highly technical and customer-focused Technical Customer Success Manager (CSM) with expertise in SMTP and email infrastructure. This role goes beyond traditional customer success and focuses on deep technical engagement, including API integrations, deliverability troubleshooting, and infrastructure-level support.
The ideal candidate will act as a bridge between technical support and customer success, capable of handling complex technical queries while maintaining strong client relationships and ensuring long-term account success.
Key Responsibilities
Technical Onboarding & Implementation
- Lead one-on-one onboarding sessions via phone/video to support customers in integrating SMTP services.
- Guide clients through setup and configuration within their existing infrastructure.
Technical Support & Triage (L1 & L2)
- Act as the first point of contact for technical queries related to SMTP relay and REST APIs.
- Investigate logs, reproduce issues, and provide actionable solutions.
- Offer code-level guidance where required.
Customer Success & Retention
- Monitor customer usage and account health to identify potential risks.
- Drive churn prevention and revenue retention through proactive engagement.
- Partner with customers to optimize their email infrastructure and usage.
Account Management & Reviews
- Conduct regular technical health checks and business reviews.
- Provide insights on deliverability and performance improvements.
- Ensure customers fully utilize the platform’s capabilities.
Email Authentication & DNS Management
- Assist customers in configuring and troubleshooting:
- DNS records (A, CNAME, MX)
- SPF, DKIM, and DMARC authentication protocols
- Ensure best practices for email security and deliverability.
Issue Resolution
- Diagnose and resolve complex issues such as:
- ISP blocks
- Rate limiting
- Email header issues
- Delivery failures
Customer Communication
- Maintain a high standard of professional communication across calls, emails, and video meetings.
- Confidently handle customer interactions in a camera-on environment.
Technical Requirements
- Strong understanding of SMTP protocol, including relaying, headers, and status codes
- Experience with REST API troubleshooting and integrations
- Proficiency in DNS configuration and email authentication (SPF, DKIM, DMARC)
- Ability to read and understand code (Python, PHP, or JavaScript preferred)
- Hands-on experience with log analysis and debugging tools
Professional Requirements
- Excellent verbal and written English communication skills
- Strong problem-solving and analytical abilities
- Ability to manage customer issues end-to-end with full ownership
- Comfortable working in a client-facing, high-touch environment
- Willingness to work in EST shift (evening/night IST)
- Stable internet connection for video conferencing
Preferred Qualifications
- Experience in Email Delivery Platforms / SaaS / Cloud Infrastructure
- Background in Technical Support, Customer Success, or Solutions Engineering
- Familiarity with tools like Postman, cURL, or similar API tools
Click on Apply to know more.