ControlUp is a leader in Digital Employee Experience (DEX), evolving IT operations with agentic AI to deliver Autonomous Endpoint Management (AEM) and a digital workspace that runs itself.
Our platform transforms millions of real-time signals into intelligent action, bridging the gap between deep visibility and automated remediation. We turn "IT headaches" and employee frustration into self-healing operations, allowing organizations to move beyond reactive troubleshooting toward a future where technology works seamlessly in the background.
We’re here to ensure the workday runs without disruptions. No tool sprawl, no wasted time, and no friction. Just technology that works for people, not against them, so they can stay focused on what they do best.
One platform. One powerful shift in how work flows.
About the Role:
As a Technical Relationship Manager (TRM), you will serve as a trusted technical advisor and customer advocate, providing white-glove service to help enterprise customers maximize the value of ControlUp’s solutions. This role is instrumental in ensuring a seamless customer journey, from initial design and onboarding through ongoing adoption, expansion, and optimization.
You will work closely with customers to design, implement, and configure ControlUp solutions tailored to their unique needs and deliver strategic guidance, workshops, and best practices.
Ultimately, the goal of this role is to maintain and grow a portfolio of highly engaged customers who not only achieve significant business value but also become vocal advocates for ControlUp. The TRM will typically manage 12-15 strategic accounts.
Reports to the Manager, TRM Americas.
Who We’re Looking For:
ControlUp TRMs are experienced IT professionals with a deep understanding of end-user technology and IT operations. They are not only technically proficient but also strong communicators who can clearly articulate the "how" and "why" of ControlUp’s solutions, influencing customers to fully leverage the platform.
Successful TRMs are self-motivated, charismatic problem-solvers who thrive on working collaboratively with customers to solve complex technical challenges faced by IT Operations teams across industries, while continuing to push the boundaries of their own knowledge each day.
What You’ll Own:
Customer Engagement & Success:
- Support customers using active listening and consultative investigation techniques to deeply understand their needs.
- Provide technical guidance on implementation best practices, solution operation, adoption strategies, performance tuning, and use case enhancement.
- Mentor and coach customers on how to maximize their ControlUp deployment and explore new use cases.
- Partner with Customer Success (CSMs/ESMs) to drive adoption, account health, and renewal and expansion outcomes.
- Help customers adopt ControlUp’s automation and AI-driven capabilities.
- Occasionally travel to customer sites as needed (average of 1-2 visits per quarter).
Technical Expertise & Advocacy:
- Identify and develop technical collateral, including best practices, deployment architectures, and solution guides.
- Build and maintain deep knowledge of the entire ControlUp product portfolio to ensure effective customer support.
Collaboration & Continuous Improvement:
- Provide feedback to management on process and practice improvements.
- Contribute to internal technical projects, such as supporting new product features, benchmarking, troubleshooting, and best practices development.
- Act as a consultant to Sales and Presales during the sales process, especially when expanding existing customer accounts.
- Share AI-assisted techniques with the team (scripting, documentation, analysis).
What You’ll Bring:
- Enterprise IT consulting experience with a strong technical foundation in endpoint and desktop management, VDI and application virtualization (e.g., Omnissa, Citrix, Azure Virtual Desktop), and the Microsoft ecosystem, including endpoints.
- A background in roles such as Desktop Engineer, Cloud Engineer, or EUC Specialist, with a proven ability to design, build, and deliver solutions in large enterprise environments.
- A track record of technical leadership and customer engagement, with exceptional communication skills and the ability to translate complex technical concepts and risks into actionable insights for stakeholders at all levels.
- Hands-on fluency using AI assistants and coding tools (e.g., Cursor, Claude Code, Codex) in daily work to write, review, and troubleshoot scripts, including how to validate AI-generated output before it reaches a customer environment.
- A working understanding of how AI and automation are changing IT operations (such as AI-assisted troubleshooting, automated remediation, and agentic workflows), and the ability to discuss them credibly with customers, including questions about governance, data handling, and human oversight.
- PowerShell scripting skills and experience working with APIs to automate or integrate systems.
- Strong organizational, note-taking, and time management skills.
Why You’ll Love It Here:
