Technical Customer Success

• Lead new-customer implementations from discovery through go-live
• Define implementation scope, milestones, responsibilities, dependencies, risks, and success criteria
• Conduct discovery sessions with clerks, administrators, IT staff, and other stakeholders
• Translate customer requirements into system designs and configure meeting types, agenda workflows, item routing, voting processes, templates, user roles, permissions, notifications, public portals, and related settings
• Advise customers on agenda preparation, meeting administration, voting, minutes, records access, and public transparency
• Coordinate data migration, configuration reviews, system validation, user acceptance testing, issue remediation, launch readiness, and go-live support
• Deliver role-based onboarding and training through demonstrations, guided practice, and customer-specific scenarios
• Conduct post-implementation reviews to reinforce adoption
• Create and maintain implementation records, configuration documentation, training materials, process guides, and knowledge base content
• Diagnose and resolve issues involving agenda creation, packet publishing, meeting preparation, voting, minutes, public portals, accounts, permissions, authentication, browser compatibility, and application configuration
• Support livestreaming and video workflows, including recording, publishing, indexing, archiving, and playback
• Document troubleshooting steps, customer communications, decisions, and resolutions
• Escalate software defects, integration failures, and infrastructure concerns with reproduction details and business impact
• Partner with Product, Development, QA, Customer Success, and Support to resolve complex issues, share customer feedback, and improve implementation and support standards

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