Senior manager technical

Built for sport, Cortex is a platform that connects data, content and commercial inventory, elevating the fan experience and generating new multi-channel revenue opportunities for rightsholders. We are seeking an enthusiastic and dedicated Technical Success Manager to lead Cortex post-sales support and training initiatives. The Technical Success Manager is a key member of the Cortex Customer Success team. This role will work in tandem with the wider Customer Success, Product & Development teams to build out an exceptional and financially viable customer offering, perfectly balancing the customer experience with the operational and commercial interests of the business. You will develop and maintain industry-leading support and training operations aligned with software-as-a-service (SaaS) practices, with a particular focus on partner enablement. Partner Support (25%): Supporting partners with onboarding, best practice, implementation processes, ongoing implementation queries and partner support throughout the partner lifecycle post-sale. Academy Lead (25%): Lead the Academy self-serve support platform by ensuring content is valuable, up-to-date, accessible and well maintained so that our customers & partners can obtain the answers they need, with an aim to reduce reliance on manual resolution. Training (10%): Developing and delivering comprehensive training programmes to maximise the value of our products for our customers as well as feeding into the overall customer onboarding process. Support colleagues with launches ensuring they are “business-ready” and that the relevant documentation, support and training is in place. Experience with the successful deployment of support and training tools. ~ Strong technical knowledge and an ability to interface effectively with both internal and external software development teams. Prior experience with software development and industry-standard technologies is a bonus. ~ Clear, concise and well-explained documentation-writing ability. Confidence with both B2B and end-user communication, with excellent training and presentational skills. An intuition for identifying and actioning improvements to support and training processes to enhance industry credibility, deliver better post-sale experiences, and reduce stumbling blocks for partners and end-users of Cortex products. A passion for resolving issues, educating end-users, and helping partners and customers get the most value out of our products. Efficacy of self-serve support platforms across all partners and end-users in resolving queries without the need for manual involvement. Rate of return against training and support costs/time. Success of training in helping drive self-sufficiency and revenue for the business. Cortex offers a friendly and creative environment in our London office base with the flexibility to also work from home. Flexible work hours, hybrid working, recently renovated offices and support in setting up at home spaces. Inclusivity – Cortex values diversity as an equal opportunity employer and doesn\’t discriminate on the basis of race, religion, colour, national origin, gender, sexual orientation, age or disability status. Progression – Learning, development and career progression are encouraged and facilitated at Cortex, with all roles supplemented with relevant training courses, conferences and internal workshops. The Cortex story began in 2015 when CEO Aidan met CTO Ciaran in the innovation laboratories of a university campus outside the youthful, tech-savvy city of Brighton, United Kingdom. Together with the start-up development team, they began to build a solution to a market problem, building technology to create more connected digital ecosystems. After 9 years developing the product suite in direct partnership with customers, Cortex was launched in 2024 to better serve the digitally diverse sports industry as a quick-to-deploy SaaS platform for data and revenue driven sports marketing. Arsenal FC, Formula 1, ECB, the Hundred, Euroleague Basketball, URC, Premiership Rugby, RL Commercial, SA20 and SportFive and well as leading solutions agencies like UNRVLD, Strut Digital, Playfly and Skylark Creative. This is a rare opportunity to be part of a fast-growing start-up business offering a lot of progression potential, opportunity and personal growth. a supporting email, a video or perhaps a case study of previous work….. the team wants to find out more about you. #