Responsibilities

Octave is seeking a Technical Lead, a role that is crucial to ensure the successful adoption, expansion, and operational support of Octave solutions, delivering high-quality, scalable services to our customers.

The Technical Lead is responsible for a technical team, providing mentoring, fostering a culture of excellence. The Technical lead is Octave representative at customer business units, overseeing the execution and quality of services in compliance with contractual obligations.

The purpose of the Technical Lead is to serve as the primary representative at customer business units. The Technical Lead is responsible for ensuring the effective execution and management of services in compliance with contractual obligations. This role involves acting as a liaison between Octave and the customer, facilitating communication, overseeing the quality and timeliness of service delivery, managing administrative and technical tasks, and ensuring adherence to safety and confidentiality standards. The Technical Lead plays a critical role in coordinating efforts to meet customer’s requirements and maintaining a smooth operational relationship.

Key Responsibilities:

• Customer Engagement & Satisfaction:
  Have customer interactions, ensuring their needs are met and expectations are exceeded.
• Drive customer retention, expansion, and satisfaction (CSAT) through the effective execution of AOS TOM services.
  Leadership:
• Collaborate with peers and senior management to align strategies, share insights, and drive organizational goals.
• Lead and mentor technical teams (both directly and indirectly), fostering a culture of excellence, innovation, and continuous improvement.
• Provide clear direction, set performance expectations, and conduct regular coaching sessions to ensure team development and success.

Service Administration, Operational & Support:

• Plan, monitor, and control service activities, ensuring quality and timely delivery.
• Participate in relevant meetings and safeguard information security.
• Prepare reports, manage administrative tasks, and ensure adherence to contractual requirements.
• Assist with incident management, operational troubleshooting, and support cases to ensure the smooth operation of Hexagon ALI solutions.

Solution Expertise & Technical Support:

• Maintain deep technical knowledge of Octave solutions and ensure alignment with customer processes to deliver maximum value.
• Guide customers through system administration tasks, upgrades, data migration, and new site deployments to ensure seamless service delivery and customer success.

Cross-Functional Collaboration:

• Collaborate with the account team, global support, product, and customer success teams to address and resolve customer issues, ensuring alignment and consistency across all touchpoints.
• Ensure clear communication and alignment on customer priorities and needs across the organization, driving a consistent and unified approach to service delivery.

Continuous Improvement & Adoption:

• Identify areas for service improvement and implement changes to optimize efficiency, customer adoption, and overall service delivery.
• Ensure continuous mentoring for customers, with regular updates on application enhancements, version upgrades, and new functionality.

KPI & Performance Management:

• Track and report on key performance indicators (KPIs) including retention, expansion, adoption, and service-level agreements (SLAs) to measure the effectiveness of services and identify opportunities for improvement.
• Support the creation of actionable reports that provide visibility into service performance and customer satisfaction.

Education / Qualifications

• Experience: Strong experience in application support, service delivery, or customer-facing roles within a software or technology company.
• Technical Expertise: Understanding of the technical aspects of the services provided to effectively coordinate between technical teams.
• Leadership & Collaboration: Ability to lead and manage teams, ensuring that all activities are aligned with project goals and standards
• Customer Focus: Dedicated to delivering value and satisfaction, ensuring successful customer outcomes.
• Problem-Solving: Capacity to assess service demands, evaluate their severity, and negotiate timelines while addressing any issues that arise.
• Organizational Agility: Skilled in managing resources and adapting to dynamic, fast-paced environments.
• Time Management: Skill in managing schedules and deadlines to ensure services are delivered within the agreed timeframe.
• Adaptability: Flexibility to respond to changing requirements and conditions within the customer environment.
• Negotiation Skills: Ability to negotiate service delivery timelines and other contract-related aspects with customer oversight.
• Communication: Excellent interpersonal and communication skills for engaging effectively with customers and internal teams.
• Language Proficiency: Fluent in Spanish; proficiency in English is a plus.

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About Octave

Octave provides mission-critical software that empowers organizations to make informed decisions across every stage of the asset lifecycle - Design, Build, Operate and Protect - where performance, safety, and reliability are non-negotiable and failure is not an option.

Turning complex operational data into actionable intelligence, Octave connects expertise, real-world conditions and enterprise-scale insight to improve performance, resilience and incident response where it matters most.

Octave has more than 7,000 employees in 45 countries. Learn more at octave.com and follow us on LinkedIn.

Why work for Octave?

All in. Always forward. That's the way we do things around here. We put trust in our people because we believe it's the best way to unleash potential, bring ideas to life, and keep moving ahead. And it's why we're committed to creating an environment that's truly supportive, providing you with the resources you need to support your ambitions, no matter who you are or where you are in the world.

Everyone is welcome

At Octave, we believe that diverse and inclusive teams are critical to the success of our people and our business. Here, everyone is welcome. As an inclusive workplace, we don't discriminate. In fact, we embrace differences and are fully committed to creating equal opportunities, an inclusive environment, and fairness for all. 

Respect is the cornerstone of how we operate, so speak up and be yourself. You're valued here.