Position: 

We are seeking a Technical Success Manager to own long-term client relationships with FastSpring's most technically sophisticated, high potential clients. These are businesses who have advanced technical, product or operational complexity and play a key strategic role in FastSpring's present and future success. This role will serve as the primary owner of these accounts, with ownership over both the technical and business elements of the relationship. FastSpring is looking for a candidate who can act as a hands-on technical partner, able to invest in fully understanding our customer's business and integration, and maintain highly engaged customer relationships. 

This is a key role in a new team, complementing an existing Customer Success department. This position will also work closely with FastSpring's Customer Success Engineering team, and collaborate with them in their work with a broader range of managed clients.

Independent and proactive problem-solving is expected, with a high degree of organization, creativity and end-to-end responsibility. The candidate will work cross-departmentally, representing our customers in conversations with key internal departments such as Product, Engineering, Marketing, Sales, etc. The customers the Technical Success team work with have close relationships with FastSpring's leadership, and consequently the TSM role will work closely with executive level leadership. 

This position reports to the Senior Manager of Technical Success and is based in Dublin, Ireland. The FastSpring Sales department has an office in Dublin, and while some time spent with that team is encouraged, remote working is allowed and there is no obligation to work on location. The candidate is expected to be able to occasionally travel onsite to client location, or to internal events internationally.

Responsibilities:

• Serve as the primary relationship manager and contact for FastSpring's more technically sophisticated and engaged clients. These are accounts that require a high degree of ownership, collaboration and a deep understanding of their business and solution end-to-end. The focus of this role is fully owning the relationship with these clients on a day-to-day basis.
• Provide actionable guidance, solution recommendations, integration and domain expertise, and proactive technical leadership.
• Connect technical needs to business outcomes, ensuring that technical engagement and solutions directly support long-term customer revenue goals and growth.
• Translate client technical requirements or challenges into short-term Product & Engineering feature requests or bug fixes as well as long-term input into FastSpring's strategic roadmap.
• Collaborate with the broader Customer Success Engineering and Customer Success teams in their client work, leveraging each other's experience and expertise to support clients. Share best practises and technical insights to strengthen the Customer Success team as a whole.
• Proactively identify, forecast and progress commercial opportunities with FastSpring's managed clients.
• Lead executive business reviews on a regular cadence with clients.
• Operate cross-departmentally, working closely with FastSpring's Success, Support, Sales, Marketing, Finance, Product and Engineering departments.

Qualifications & Experience:

• 3–5 years in a customer-facing technical role (TAM, TSM, or Sales Engineering), ideally in a B2B SaaS environment.
• Communication: proven ability to translate complex technical concepts to non-technical stakeholders (and vice versa). Strong internal communication skills are a must, especially using online collaboration tools such as Slack and email.
• Problem Solving: ability and mindset to creatively and quickly investigate issues, problems or to test out suggestions before presenting to a customer or before escalating to FastSpring's engineering team. Candidates must be comfortable using logs, writing quick test code, investigating API responses and troubleshooting independently.
• Project Management: experience managing multiple projects or accounts simultaneously with a high degree of organization.
• Data literacy: experience building and working with data queries, pulling and analysing reports and data, deriving insights and compelling narratives from that data to share with clients (or internal stakeholders).

Tools & Technology:

Required:

• Front-end: HTML, CSS, JavaScript required; SPA experience (ReactJS, Vue, etc).
• Back-end / APIs: should be comfortable with server-side development: webhook listeners, API calls, experience with at least one back-end framework such as Node.js, PHP, .NET, etc.
• Productivity & Collaboration: Slack, Google Workspace, Zoom (or equivalent tools.
• Analytics/Data: Looker, SQL or other equivalent business intelligence/data analysis tool or language.

Nice to have:

• Payment domain knowledge: familiarity with payments landscape and payment methods, card processing, transaction lifecycle, fraud, 3DS, tokenisation, subscription management, compliance, etc.
• Business & Engineering Tooling: Salesforce, Gong, Jira, Confluence
• eCommerce & Analytics: payment gateways, Google Analytics/Google Tag Manager

AI: confident but considered usage of LLM AI systems to enhance work, research, investigate issues, expedite development, etc.

Compensation: This role offers a base salary range of €59,000 to €70,000, with an additional 15% performance-based bonus opportunity, bringing total on-target earnings (OTE) to €67,850–€80,500 depending on base salary placement.

Hybrid

DEPT® is a Growth Invention company built to help the world’s most ambitious brands grow faster. Operating at the intersection of technology and marketing, our 4,000+ specialists deliver growth invention services across Brand & Media, Experience, Commerce, CRM, and Technology & Data. We’re 50|50 tech and marketing, partner-led, and first to move. Clients include Google, Lufthansa, Meta, eBay, and OpenAI. We have been certified B Corp and Climate Neutral since 2021.

Please note: This role is offered as a fixed-term contract for 2 years.

JOB PURPOSE

We are looking for someone who has strong technical skills and understands website structures, but also is able to view projects from the lense of the end user. This person will be able to work with Product Managers, Project Managers, UX, Design, Technical Architecture and Developer teams to drive forward solutions that will work for the website and other channels.

The role holder will be expected to have a broad business understanding and collaborate with other crafts, both technical (architecture, front end, backend, DevOps, marketing technology, operations, app) as well as more product focused (UX, Product Managers) in the team.

The role should be able to communicate complex ideas to various technical and non-technical stakeholders. It is expected that the role holder will help to form and execute on the technical vision across the team and clients. The role will also work across multiple programmes including the Website programme of work, the HSE Health App, HSE Notify program and manage the Forms Engine on behalf of HSE Digital. The HSE websites are built on Wagtail open source CMS.

Across the team we work with a variety of technologies; including Wagtail, NextJS, React, React Native, Python, Django, Adobe Campaign, Salesforce, VueJS, FHIR, Azure, GCP, Laravel, and other php frameworks and many more.

KEY RESPONSIBILITIES

• Work closely with the Lead Product Manager to define the technical vision for the suite of websites;
• Lead on technical conversations as part of feature or functionality discovery balancing technical requirements and end user needs;
• Define and develop solutions in conjunction with other technical teams and Product teams;
• Contribute to the development, documentation and understanding of the project scope, objectives and technical feasibility involving all relevant stakeholders;
• Manage the Forms Engine product owning the strategy and vision and supporting internal stakeholders to operate;
• Collaborate with internal teams to solution, develop and implement digital projects;
• Identify and report on common sources of technical issues or questions and make recommendations to product teams;
• Stay on the lookout for ways to improve monitoring, discover issues and deliver better value to the customer;
• Support with backlog preparation and prioritisation;
• Contribute to technical programme and roadmap definition and management;
• Critically question and be open to new approaches, pivots and iterative delivery of solutions.

WHAT WE ARE LOOKING FOR

Mandatory 

• A collaborative, strong technical person who can bring people and teams along and importantly balance technical requirements with end user needs;
• A person who will jump in to support the team where necessary and be proactive about finding and implementing solutions;
• Someone with experience working in ambiguity and defining as they go;
• A background in product management (with technical knowledge), development, DevOps or technical architecture;
• Advocate and champion user experience and delivering the best solution for users;
• A demonstrable ability to work with multiple teams and stakeholders and convince people of an approach;
• Ability to work with people of various technical competence and bring them along;
• Knowledge of various technologies such as CMSs, website structures, Mobile apps, system architecture;
• Knowledge of Agile methodologies and experience working in hybrid delivery structures;
• Ability to interact across a range of stakeholders, from business owners to engineers, product managers, SMEs, agencies, UX and delivery teams.

Desirable

• Working knowledge in the use of JIRA/Confluence;
• Understanding of database design and data modelling approaches;
• Experience in some of the technologies we currently use such as Wagtail.

WE OFFER

• A flexible, hybrid working policy.
• 26 days holiday (inclusive of 5 compulsory days) plus bank holidays.
• Cycle to Work Scheme.
• Pension scheme.
• EAP and Wellbeing Scheme.
• A reputation for doing good. DEPT® has been a Certified B Corp® since 2021 and named ‘Agency of the Year’ at both The Lovies and The Webby Awards.
• Awesome clients. Whether big or small, local or global — at DEPT® you’ll get the opportunity to work with clients of all sizes and across all industries. And we celebrate all of our successes together!
• The opportunity for possibility. We want to enable you to do what you do best and help you develop your skills further with training, development and certifications.
• Global annual DEPT® Cares Month in which employees come together and donate their skills to support local charities.

WHY DEPT®?

We are a Growth Invention company built to help the world’s most ambitious brands grow faster. Operating at the intersection of technology and marketing, we create what is next by pioneering ideas, acting fast, and moving further because standing still just is not in our DNA.

We are drawn to people who stay curious, move with intent, and never stop inventing. Our culture runs on three values: better together, relentlessly curious, and get sh*t done. It is how we work, how we grow, and how we make things that matter.

At DEPT®, you will find the freedom to explore, the space to collaborate, and the trust to make a real impact for our clients, for each other, and for the world we are helping to build.

DIVERSITY, EQUITY & INCLUSION 

At DEPT®, we take pride in creating an inclusive workplace where everyone has an equal opportunity to thrive. We actively seek to recruit, develop, nurture, and retain talented individuals from diverse backgrounds, with varying skills and perspectives.

Not sure you meet all qualifications? Apply, and let us decide! Research shows that women and members of underrepresented groups tend not to apply for jobs when they think they may not meet every requirement, when in fact they do. We believe in giving everyone a fair chance to shine.

We also encourage you to reach out to us and discuss any reasonable adjustments we can make to support you throughout the recruitment process and your time with us.

Want to know more about our dedication to diversity, equity, and inclusion? Check out our efforts here.