Technical Success-Director

FICO is a leading global analytics software company, helping businesses in 100+ countries make better decisions. The Technical Success Director serves as a trusted advisor for enterprise clients, focusing on minimizing technical friction, ensuring platform stability, and driving technical adoption to deliver measurable business value.

Responsibilities:

• Serves as the high-touch escalation point for support tickets, providing hands-on incident oversight and coordinating rapid resolution across internal teams to minimize client impact and ensure operational continuity
• Conducts regular health checks and performance audits to proactively identify risks, optimize system performance, and ensure the client's environment remains stable and reliable
• Partners with customers to configure and tailor the platform to solve specific business problems, identifies and removes technical barriers preventing full feature utilization, and drives deeper platform engagement to accelerate value realization
• Provides customer-specific change management guidance for upgrades, migrations, and integrations, ensuring minimal disruption and risk mitigation without directly executing changes
• Develops a thorough understanding of each client's technical architecture and aligns it with the product roadmap to inform strategic planning, while partnering with Customer Success Managers to demonstrate the technical feasibility of new use cases and expansion opportunities
• Educates customers on best practices and provides strategic "how-to" guidance that goes beyond standard support, building long-term trust and positioning the team as an extension of the client's own technical organization