Pessoa Technical Customer Success

Accountabilities:: Lead technical onboarding and platform configuration, ensuring customer environments are properly set up and ready for effective use. Conduct technical discovery sessions with customers to understand their software development workflows, identify challenges, and prioritize relevant platform use cases. Design and deliver technical training sessions, workshops, and enablement activities tailored to different audiences, technical backgrounds, and customer objectives. Develop and deliver technical demonstrations that showcase platform capabilities, highlight practical applications, and communicate measurable business value. Support the expansion of platform adoption through technical presentations, demonstrations of new use cases, and recommendations for broader implementation across customer teams. Build customer engagement and trust by providing structured onboarding experiences, proactive technical guidance, and ongoing support throughout the adoption journey. Reduce Time to Value (TTV) by accelerating the customer's first meaningful experience with the platform, helping them reach the initial “Aha Moment” and demonstrate tangible results within the first 30 days. Define and monitor technical adoption metrics, analyze usage data, and use performance insights to identify risks, measure progress, and recommend improvements. Act as a technical bridge between customers, Product, and Engineering, translating feedback, implementation challenges, and emerging needs into actionable product improvement opportunities. Create and continuously improve technical playbooks covering configuration, troubleshooting, implementation processes, and platform usage best practices. Develop and maintain technical knowledge resources, including documentation, user guides, FAQs, tutorials, and instructional videos for different user profiles. Test, evaluate, and refine technical processes in ambiguous or evolving environments, promoting experimentation, learning, and continuous improvement. Support scalable and sustainable customer adoption by identifying recurring technical challenges and developing repeatable solutions, enablement materials, and processes. Requirements: Practical experience configuring enterprise technology platforms and automating integrations between systems and tools. Applied knowledge of generative AI tools and AI agents designed to support software development workflows. Ability to analyze technical logs, instrument and monitor metrics, and interpret platform usage data to support customer success strategies and technical decision-making. Experience facilitating technical training sessions, workshops, and knowledge-sharing activities, adapting communication to audiences with different levels of technical expertise. Strong skills in delivering technical demonstrations and executive presentations, connecting platform capabilities and technology solutions to customer needs and business objectives. Ability to translate complex technical concepts into clear, accessible explanations for both technical and non-technical stakeholders. Strong analytical and problem-solving skills, with the ability to investigate technical issues, identify root causes, and recommend practical solutions. Excellent communication, collaboration, and relationship-building skills, particularly when working across customers, Product, and Engineering teams. Organizational skills and autonomy to manage multiple customer onboarding activities, technical enablement initiatives, and improvement projects. Adaptability and a proactive mindset when working in ambiguous environments, with a commitment to experimentation, continuous learning, and measurable outcomes. Interest in customer success principles, including technical adoption, customer engagement, value realization, and the development of scalable enablement practices. Nice to have: Knowledge of DevOps practices, CI/CD pipelines, and software engineering platforms. Understanding of software development workflows beyond code generation, including validation, automated testing, delivery, observability, and governance. Familiarity with enterprise software environments and the integration of AI-powered tools into engineering workflows. Experience developing technical documentation, troubleshooting guides, enablement materials, or repeatable implementation playbooks. Experience collaborating with Product and Engineering teams to improve platform capabilities and customer outcomes. Benefits: Remote work: The opportunity to work remotely from Brazil. Career development: Opportunities to explore new technologies, projects, and professional growth paths. Technical innovation: Exposure to AI-powered software development, engineering platforms, and emerging technology use cases. Cross-functional collaboration: The opportunity to work closely with customers, Product, and Engineering teams. Professional growth: Opportunities to strengthen technical expertise, customer engagement skills, and strategic problem-solving capabilities. Knowledge sharing: Opportunities to contribute to technical documentation, enablement resources, and best practices. Inclusive environment: A workplace culture that values accessibility, collaboration, diversity, and continuous learning.