Technical Customer Success Manager

Technical Customer Success ManagerAlludo has an immediate vacancy for this role.Push the boundaries of tech. In your sweatpants.We’re looking for an experienced Technical Customer Success Manager to help us change the way the world works, with Parallels: anytime, anywhere, any-device productivity. Here, you’ll onboard, train, and advocate for customers as their primary point of contact, allowing them to have the best possible experience with our products. The top creative and technical minds could work anywhere. So why are so many of them choosing Alludo? Here are three reasons:This is the moment. It’s an exciting time at Alludo, with strong leadership, a refreshed brand (you probably know us as Corel!), and a whole new approach to changing the way the world works. We’re at the forefront of a movement, and we want you to ride this wave with us.We want you to be you. Too often, companies tell you about their culture and then expect you to fit it. Our culture is built from the people who work here. We want you to feel safe to be who you are, take risks, and show us what you’ve got.It’s your world. We know you have a life. We want to be part of it, but not all of it. At Alludo, we’re serious about empowering people to work when, how, and where they want. Couch? Sweatpants? Cool with us. We believe that happy employees mean happy customers. That’s why we hire amazing people and get out of their way.Sound good so far? Awesome. Let’s talk more about the Technical Customer Success Manager role and see if we’re destined to be together. As a Technical Customer Success Manager, you will be responsible for:Customer Success & Relationship OwnershipBe the customer’s primary technical advocate and point of contact throughout the post-sales lifecycle.Track and report customer data throughout the customer journey, usage patterns, technical maturity, and risk indicators.Conduct regular touchpoints, technical QBRs, and health checks, offering optimization strategies and new use case scenarios.Partner closely with our world-class Sales Team to ensure timely renewals and identify expansion opportunities. Customer Engagement & Onboarding ProcessLead technical onboarding for new customers, aligning Parallels RAS Implementation with business and infrastructure goals.Deliver customized training, walkthroughs, and architectural reviews to accelerate adoption.Develop and execute onboarding plans to ensure a seamless implementation of the infrastructure software.Gather customer requirements and align them with best practices for deployment. Technical Implementation & Infrastructure AdvisoryAssist customers in setting up, configuring, and integrating RAS with their existing infrastructure.Provide guidance on security, networking, and performance best practices in relation to RAS configuration.Troubleshoot installation and configuration issues, ensuring successful deployment.Automate or document common deployment scenarios to streamline onboarding. Documentation & Knowledge SharingCreate and update onboarding guides, technical documentation, and FAQs.Develop training materials and tutorials to help customers understand product features.Gather customer feedback to improve documentation and user experience. Technical Support & Troubleshooting Identify and resolve technical issues during the onboarding process.Work closely with the support and engineering teams to escalate and address complex problems.Provide recommendations for optimizing customer environments based on best practices. Internal Collaboration & Continuous ImprovementWorking with product and engineering teams to relay customer feedback and feature requests.Contributes to the refinement of onboarding processes, automation, and tooling.Participates in internal discussions to improve the scalability and efficiency of onboarding.What YOU bring to the Team:3–5 years of experience in customer onboarding, implementation engineering, solutions delivery, or related roles.Solid understanding of infrastructure concepts, including networking, virtualization, storage, and security.Hands-on experience with Active Directory, DNS, firewall configuration, and system integration.Experience deploying solutions in cloud platforms such as AWS and/or Azure.Ability to understand and document technical architectures and workflows.Excellent verbal and written communication skills with both technical and non-technical audiences.Strong organizational skills, attention to detail, and customer-first mindset. Preferred Certifications:AWS Certified Solutions Architect – Associate or ProfessionalMicrosoft Certified: Azure Administrator or Solutions ArchitectCisco Certifications – CCNA or CCNPUSParallels helps users leverage the best technology out there, whether it’s Windows, Mac, Chrome OS, iOS, Android, or the cloud. We have millions of users and decades of innovation under our belts. We offer a fully remote workspace. There is no pressure to work in an office whatsoever. We have flexible work arrangements and locations to suit your style. Hours are flexible, too! You’ve worked hard to build your life, and we don’t want you to give it up for work. Our team is growing fast, and there’s a ton of energy and a lot of really smart, motivated, fun people ready to welcome you in. What are you waiting for? Apply now! We can’t wait to meet you. (FYI, we’re lucky to have a lot of interest and we so appreciate your application, though please note that we’ll only contact you if you’ve been selected for an interview.) About Alludo Alludo is a beloved and trusted industry titan fueled by make-everything-easier flexibility. With a 40-year legacy of innovation, we understand where you’ve been, and we’re uniquely equipped to get you where you want to be. Our comprehensive collection of creative, collaborative, and productivity solutions propel your teams on their journey. From meeting your deadlines to realizing your dreams, Alludo empowers all you do. Our products enable millions of connected knowledge workers around the world to do great work faster. Our success is driven by an unwavering commitment to deliver a broad portfolio of innovative applications – including Parallels®, CorelDRAW®, MindManager®, and WinZip® – to inspire users and help them achieve their goals. It is our policy and practice to offer equal employment opportunities to all qualified applicants and employees without regard to race, color, age, religion, national origin, sex, political affiliation, sexual orientation, marital status, disability, veteran status, genetics, or any other protected characteristic. Alludo is committed to an inclusive, barrier-free recruitment and selection process and work environment. If you are contacted for a job opportunity, please advise us of any accommodation that are required. Appropriate accommodation will be provided upon request as required by Federal and Provincial regulations and Company Policy. Any information received relating to accommodation will be treated as confidential.#LI-Remote