Senior Customer Technical Specialist

About the role

We're looking for a Senior Customer Technical Specialist to be a trusted technical anchor for our enterprise customers, helping them get real value from InfoTrust's products and solutions. You'll lead 5-10 customers in connecting what our products and solutions do to what their business is trying to achieve, so every customer sees clear value and impact against their own goals.

This role sits at the center of our shift from services to product. It balances three things: working directly with customers, driving product adoption, and bringing deep technical skill across industry-leading analytics and data technology. What you hear from customers will shape where our products go next.

What you'll do

• Drive product adoption. Ensure customers are getting value from InfoTrust's products and solutions tied to the goals their business cares about, and lead onboarding and training.
• Be the technical expert. Support customers on our owned software and across other leading platforms for analytics, tag management and consent management, as well as Google BigQuery.
• Lead customer relationships. Be the main point of contact, run recurring calls and deliver the work in their contracts.
• Retain and grow accounts. Drive retention through excellent customer interactions, proactively demonstrating value and identifying expansion opportunities. 
• Spot risks early. Flag churn risk, handle escalations directly and pull in the right people to solve hard problems.
• Shape what we build. Bring what you learn from customers back to our product teams, and help mentor teammates in driving success with our customers.

What you'll own: how the value of our work is communicated to each of your customers. What you'll influence: how our products and solutions evolve, based on the problems you see customers facing.

Qualifications

• Experience in a technical, customer-facing role, ideally at a product or SaaS company: customer success engineering, technical account management, solutions consulting, managed services or technical consulting
• Strong working knowledge of Google Analytics, Google Tag Manager and the wider Google marketing and analytics stack
• Hands-on experience with Google BigQuery, including deploying tables and writing and troubleshooting SQL queries on analytics data
• A track record of driving product adoption through onboarding, training and helping customers get value from a product
• Clear communication with technical and business stakeholders, and comfort leading customers on your own without a project manager
• Professional fluency in English

We hire for what you can do, not years on a resume. If you meet most of these and the work excites you, we'd like to hear from you.

Nice to have

• Experience with Tealium, Adobe Analytics, Amplitude, OneTrust, Osano or similar tools
• Experience with other cloud data warehouses
• Experience at a company that moved from services to a product-led model
• Familiarity with Google's partner and reseller model
• Experience building or running AI-powered processes

This role may not be for you if

This role asks for a wide range of skills. Some days you'll be in BigQuery solving a data problem; other days you'll be leading a training session or a tough renewal conversation. Our customers have high expectations, and you'll often work through issues before there's a clear answer.

If you'd rather go deep on a single technical specialty, work behind the scenes, or have a project manager own the plan, this probably isn't the right fit. If you'd rather own the customer's outcome, we'd love to meet you.

Why Work Here?

InfoTrust is becoming a product company, and the people who join now will shape what we build and how we build it. We’ve been named a Great Place to Work for 7 years running, and our team members are deeply connected to our core values:

• Earn Trust: Deliver on what you promise.
• Be Respectful: Don’t be an a**hole.
• Promote Diversity: Seek understanding and be inclusive.
• Take Ownership: There is no “they.” Take initiative.
• Grow Every Day: Learn and apply.
• Contribute With Passion: Desire to do good. Give to grow.

Through the InfoTrust Foundation, a registered 501(c)(3) nonprofit, we give back to the communities where our team members live and work.

Benefits
Benefits for US-based team members include health, vision and dental insurance with employer-sponsored premiums, a short-term incentive plan, unlimited PTO, a generous parental leave program, a 401(k) with company match and more.

Equal Opportunity
InfoTrust is an equal opportunity employer. We welcome people of different backgrounds, experiences and perspectives, and we don’t discriminate on the basis of race, color, religion, sex, sexual orientation, gender identity, national origin, age, disability, veteran status or any other legally protected status. If you need an accommodation during the application process, contact us at recruiting@infotrustllc.com

Don’t check every box? Job descriptions aren’t perfect, and research shows many great candidates hold back unless they meet every qualification. If you’re excited about this role, please apply.