Technical Success Manager, EMEA

Customer Success Remote, United Kingdom


Description

About our team

The O’Reilly Platform Integration Team works side by side with our Enterprise customers to implement and configure our Learning Platform to meet their requirements. We guide and collaborate with our customers and other O’Reilly teams to bridge the gap between our customers' infrastructure and our Learning Platform interface points such as Authentication/Authorization, Content Search, and Usage Reporting. We work with 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 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 the job 

  • Complete well-defined 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 before requesting customer testing.
  • Assist with requirements gathering and tracking
    • Ensure that all requests are tracked in Jira and have enough detail to be actionable.
    • Review customer requirements and participate in discovery meetings with customers as appropriate.
    • 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 needs and how O'Reilly's platform capabilities can meet those needs. Identify gaps which our product team should consider for future offerings, or resolve with a bug fix.
  • 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 occasional tasks which must be scheduled outside your regular working hours.

Skills, experience, and attitude:

  • 3+ 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.
  • 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.
  • Willingness to advocate for the needs of customers with respect to the needs of O’Reilly. 
  • A mindset of compassion and curiosity, balanced by a scientist's skepticism.
  • An empathic and collaborative approach to problem solving.
  • 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.

About the Company

O’Reilly Media has been inspiring the future for more than 40 years!

We share the knowledge and teach the skills people need to change their world. For more than 40 years, O’Reilly has imparted the world-shaping ideas of innovators through books, articles, conferences, and our online learning platform.

When individuals, teams, and entire enterprises connect with the world's leading experts and content providers, anything is possible. Whether you're working to advance your career, be a better manager, or achieve the next breakthrough in technology or business, learning new skills is at the heart of it all.

With a range of formats including live online training courses, interactive tutorials, books, videos, and case studies, we equip all members of the workforce with the insight they need to stay ahead in an ever-changing economy.

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.  

Something we’ve been doing for over 40 years.

Learn more: https://www.oreilly.com/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