Technical Onboarding Manager

About Us: 

Delinea is a leading provider of privileged access management (PAM) solutions for the modern, hybrid enterprise. We make privileged access more accessible by eliminating complexity and defining the boundaries of access to reduce risk, ensure compliance, and simplify security. Delinea empowers thousands of customers worldwide, including over half the Fortune 100. Our customers include the world’s largest financial institutions, intelligence agencies, and critical infrastructure companies. 
  

Join our passionate, global team at Delinea and help us make the world a safer and more secure place. Our success is driven by world-class product leadership, outstanding engineers, and strategic investment from TPG. We value diversity, innovation, and a culture of respect and fairness. If you're ready to push boundaries and challenge the status quo in security, we want to hear from you. 
  

Apply today to help us achieve our mission. 

Technical Onboarding Manager Summary: 

As part of the Customer Experience organization, you will partner with the Customer Success and Onboarding Managers to own the ongoing technical relationship throughout the customer’s lifecycle. Your focus will be to drive initial and ongoing customer adoption of the Fastpath product by collaborating with your team to identify and resolve technical challenges, including platform configuration, bridge integration setup, integration extensions, and API setup. Technical Onboarding Managers develop and maintain a deep technical understanding of our product suite, and partner closely with Customer Support and Product/Engineering teams with the goal of helping customers realize the full value of the platform. The Technical Onboarding Manager position reports to the Manager of Onboarding & Implementation. 

What You’ll Do: 

• Develop and maintain a deep technical understanding of the Fastpath product suite, service offerings, and how they drive customer outcomes. 

• Responsible for post-sales technical customer health, which may include system configuration, SSO setup, implementation assistance, data mapping, and light coding to extend the platform. 

• Develop functional understanding of complex customer issues and take ownership of solving or working cross-functionally with Product/Engineering to solve related technical challenges. 

• Build and maintain out-of-the-box integrations between customer applications and Fastpath's platform. 

• Be a customer advocate and encourage a customer-centric mindset throughout the organization. 

• Drive customer solutions to completion by working across teams such as Support, Sales, Product, and Engineering. 

• Support team-wide retention goals and defined customer satisfaction metrics. 

• Serve as the primary resource for technical implementation customer inquiries via phone, video conference, and email. 

• Work alongside Customer Education and Marketing teams to create and maintain internal technical success documentation and customer-facing installation guides. 

What You’ll Bring: 

• Experience working with SaaS software in B2B industries such as financial, identity, or technology. 

• 2+ years of experience working in Technical Support/Engineering or related technical field. 

• Experience w