Technical Success Manager

Customer Success Remote, United States


Description

About our team

The O’Reilly Platform Integration Team works side by side with our Enterprise clients to implement and configure our Learning Platform to meet their requirements. We guide and collaborate with our clients and other O’Reilly teams to bridge the gap between our clients' infrastructure and our Learning Platform interface points such as Authentication & Authorization, Content Discovery, and Usage Reporting. We bring our experience in a variety of disciplines and our motivation to achieve the best possible outcome to each engagement. We advocate for product enhancements that will improve the efficacy and flexibility of platform integrations. We work for a diverse, global customer base who have a wide variety of expectations, requirements, and restrictions for their integrations with O'Reilly.


About the role

The Technical Success Manager on the PI team will work closely with our Enterprise clients to integrate and configure the O’Reilly Learning Platform. In this role, you will be responsible for verifying requirements, setting clear and realistic expectations, and hands-on building, testing, and debugging of the needed integrations. To succeed in this role, you should have a strong interest in technology, be comfortable in a customer facing operations role, and have excellent time management skills. 


About you

We seek candidates who work effectively in an agile environment and with collaborators who are distributed across multiple time zones. We value colleagues who are helpful, respectful, humble, and always willing to do what’s best for our users. We desire teammates who possess a mindset of compassion and curiosity, tempered by a scientist's skepticism. The people on our team have come into their roles through diverse nontraditional and traditional career paths, and we welcome all applicants who bring a passion for life-long learning, the drive to succeed, and a desire to grow.


About the job 

  • Complete SSO and API integration work, consulting with engineers as needed.
  • Perform due diligence related to integrations
    • Identify potential conflicts with other accounts or individual subscribers.
    • Ensure the integration as built aligns with the requirements.
    • Test as much of the work as possible yourself before requesting customer testing.
  • Gather requirements and track work
    • Ensure that all requests are tracked in Jira and have enough detail to be actionable.
    • Review customer requirements and lead discovery meetings with customers as needed..
    • Perform an integration health check one week after work is completed and update the jira accordingly.
  • Monitor upcoming SSO certificate expirations, make a tracking ticket, and contact the customer's SSO team to coordinate the certificate update.
  • Triage support escalations from Customer Care when integration issues extend beyond their level of expertise.

Shared responsibilities

  • Work with customers to determine their integration goals and technical requirements and explain how O'Reilly's current platform capabilities can or cannot meet those needs.
  • Monitor team communication channels during business hours, such as Slack, email, and IP phone.
  • Answer technical questions from internal and external customers related to platform integration: SSO, API, LMS, etc. 
  • Update team documentation as required.
  • Be available for the rare task which cannot be scheduled during your regular working hours. There is no on-call work for this position.

Let’s talk if you have

  • 2+ years experience in a systems integration or identity & access management role.
  • Technical understanding of standard IAM practices and protocols such as SAML, OIDC, and SCIM.
  • Strong technical aptitude and attention to detail; sharp critical thinking skills and problem solving ability.
  • Excellent time management, organizational, and communication skills.

We also appreciate

  • A desire to expand your own knowledge while helping customers solve problems.
  • Self-starter with the ability to interact directly with customers to support our implementation process.
  • A mindset of compassion and curiosity, balanced by a scientist's skepticism.
  • A passion for life-long learning, a love of diversity, and a desire to grow.
  • Familiarity with agile methodology. Project Management experience is a plus.
  • Experience managing or integrating any popular LMS, LXP, HRIS, or IAM solution is also a plus.
  • Willingness to advocate for the needs of customers with respect to the needs of O’Reilly. 


About Diversity

At O’Reilly, we believe that true innovation depends on hearing from, and listening to, people with a variety of perspectives. We want our whole organization to recognize, include, and encourage people of all races, ethnicities, genders, ages, abilities, religions, sexual orientations, and professional roles.

Learn more: https://www.oreilly.com/diversity


About O’Reilly Media

O’Reilly’s mission is to change the world by sharing the knowledge of innovators. For over 40 years, we’ve inspired companies and individuals to do new things—and do things better—by providing them with the skills and understanding that are necessary for success.

At the heart of our business is a unique network of experts and innovators who share their knowledge through us. O’Reilly Learning offers exclusive live training, interactive learning, a certification experience, books, videos, and more, making it easier for our customers to develop the expertise they need to get ahead. And our books have been heralded for decades as the definitive place to learn about the technologies that are shaping the future. Everything we do is to help professionals from a variety of fields learn best practices and discover emerging trends that will shape the future of the tech industry.

Learning should not be measured in terms of usage, course completion, or certifications. Learning should be measured in terms of outcomes. We want to prepare people to solve challenging problems and inspire them with what’s possible for the future. 

Our customers are hungry to build the innovations that propel the world forward. And we help you do just that.


Learn more: https://www.oreilly.com/about/