Technical Solutions Manager II

SurveyMonkey is the world’s most popular platform for surveys and forms, built for business—loved by users. We combine powerful capabilities with intuitive design, effectively serving every use case, from customer experience to employee engagement, market research to payment and registration forms. With built-in research expertise and AI-powered technology, it’s like having a team of expert researchers at your fingertips.

Trusted by millions—from startups to Fortune 500 companies—SurveyMonkey helps teams gather insights and information that inspire better decisions, create experiences people love, and drive business growth. Discover how at surveymonkey.com.

What we’re looking for

The Technical Solutions Manager supports several products, provides excellent customer experiences, and guides deployments. They set up technical elements like Salesforce Integration and API, offer implementation support, and handle SSO, SCIM, API, etc. They assist with customer migration, partner with Product and Engineering teams, and create delivery plans for high-volume technical setups. They also collaborate with various teams, support Customer Success Managers with demos and adoption guidance, provide technical implementation, complete security reviews, and advocate for customers internally. We operate at the intersection of product and customer success, necessitating simultaneous liaison with multiple departments.

This is the place for customer-centric problem solvers. We help our customers get the most value from their feedback and form products. We're looking for someone passionate about helping us live up to our promise to provide the industry's best customer success solutions. You will report to a manager on the Customer Success team focused on supporting the SurveyMonkey Enterprise Platform, and you may work on additional products such as GetFeedback. 

What you’ll be working on

• TSMs (Technical Solutions Managers) support several products, including GetFeedback Direct, GetFeedback Digital, SurveyMonkey Enterprise, and SurveyMonkey Integrations. They provide excellent experiences to our customers. You will be responsible for guiding customers through critical stages of their journey, leading them to successful deployment.
• You'll work with others on the success team to ensure that new customers are set up with technical elements such as our Salesforce Integration and API.
• You will provide guided implementation support for our paid integrations and guidance on some non-paid integrations, such as Hubspot. 
• You will also set up Single Sign-on (SSO), SCIM, Custom Email Domains, API, and more. Working with both executive sponsors and IT professionals, you'll need to balance technical knowledge with business expertise. 
• You may help migrate customers from GetFeedback Direct to SME with implementation and technical support. This can include product training, survey recreation, and workshops with customers. 
• You will partner with Product and Engineering teams on testing product improvements, advocating for customers' needs, and customer transitions when we need to make a change, such as moving customers from one SMS process to another. 
• You will gather technical requirements and structure a delivery plan for a high volume of customers (SSO configuration, custom email domain set up, as an example).
• You will work with the Customer Success team, the Onboarding team, and the Professional Services team on short projects during the customer life cycle.
• You will partner with Customer Success Managers to support their customers with demos when discussing product use cases and guiding their customers in product adoption when an expansion sale is not in play- i.e., they are interested in furthering their use of the API but are unsure of how to proceed.
• You will be the first line of SSO and API technical support for SurveyMonkey Enterprise customers during the onboarding process and partner with our support team when issues arise.
• You will promote adoption of SSO, Account Control, Custom Email Domains, and API by positioning the value of the feature and guiding customers through the implementation.
• Be a customer advocate internally while working with other teams, including product, support, engineering, and sales.
• You will work closely with the Solution Engineering team to ensure a smooth handover from the sales process to onboarding and provide security reviews. 

We’d love to hear from people with

• 2+ years of experience as a Solutions Engineer, Implementation Manager, Technical Customer Success Manager, Technical Account Manager, Technical Support Agent, or equivalent in a SaaS company. 
• Experience working with both technical and non-technical audiences on technical setups, demos, and/or implementations. 
• Admin-level knowledge/certification in Salesforce
• Technical experience with SSO setup and management 
• Proven ability to deconstruct complex, undefined challenges into clear, actionable parts, considering technical integrations and dependencies. 
• Proactively manage a diverse workload in a fast-paced environment, taking ownership of tasks and timelines to consistently achieve high-quality results and client satisfaction.
• Understanding the basics of RESTful APIs is preferred. 

SurveyMonkey believes in-person collaboration is valuable for building relationships, fostering community, and enhancing our speed and execution in problem-solving and decision-making. As such, you will be required to work from a SurveyMonkey office up to 1 day per week.

#LI - Hybrid

Why SurveyMonkey? We’re glad you asked 

SurveyMonkey is a place where the curious come to grow.  We’re building an inclusive workplace where people of every background can excel no matter their time zone. At SurveyMonkey, we weave employee feedback and our core values into everything we do to create forward-looking benefits policies, employee programs, and an award-winning culture, including our annual holiday refresh, our annual week of service, learning and development opportunities like Curiosity Week, and our C.H.O.I.C.E Fund. 

Our commitment to an inclusive workplace

SurveyMonkey is an equal opportunity employer committed to providing a workplace free from harassment and discrimination. We celebrate the unique differences of our employees because that is what drives curiosity, innovation, and the success of our business. We do not discriminate on the basis of race, religion, color, national origin, gender, sexual orientation, gender identity or expression, age, marital status, veteran status, disability status, pregnancy, parental status, genetic information, political affiliation, or any other status protected by the laws or regulations in the locations where we operate. Accommodations are available for applicants with disabilities.