Senior Technical Success Manager

Vaga não está no LinkedIn

🕒 Outubro 29

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $100.000 - $110.000 / ano

⏰ Tempo Integral

🟠 Sênior

🏆 Sucesso do Cliente

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STN Incorporated

SiteLinkedInTodas as Vagas

11 - 50 funcionários

Fundada em 2016

🏢 Corporativo

🔒 Cibersegurança

🔧 Hardware

Enterprise • Cybersecurity • Hardware

A STN Incorporated é um provedor de infraestrutura de TI gerenciada de nível empresarial e infraestrutura de nuvem que oferece infraestrutura segura e pronta para auditoria para sistemas críticos de negócios e workloads de IA exigentes. A STN opera um modelo operacional gerenciado oferecendo clouds privadas de CPU, infraestrutura GPU One AI, rede e armazenamento seguros, e suporte humano 24/7 com SLAs de alta disponibilidade. Seus serviços incluem infraestrutura gerenciada e operações de nuvem, operações de cibersegurança e resposta a incidentes, gestão de compliance e riscos (SOC 2 Tipo II, pronta para HIPAA), backup e recuperação, e aquisição de tecnologia empresarial e gestão de ciclo de vida. A STN atende a empresas, empresas SaaS de alto crescimento, construtores de IA e desenvolvedores de modelos, empresas de robótica/IA física e indústrias reguladas, como a área de saúde.

Descrição

• Serve as a primary operational point of contact for assigned managed-services customers • Build relationships with customer executives, business leaders, technical contacts, department managers, and escalation stakeholders • Maintain customer stakeholder maps, account-success plans, environment records, contract records, lifecycle records, renewal records, initiative records, risk records, and escalation records • Coordinate and attend weekly, monthly, quarterly, and other scheduled customer meetings • Prepare agendas, facilitate meetings, document decisions and follow-up actions, distribute meeting notes, and track commitments • Assist with monthly service reviews, quarterly business reviews, executive reviews, and technology-planning discussions • Review tickets, aging tickets, escalations, recurring incidents, reopened tickets, customer-impacting trends, SLA performance, ticket volume, response trends, resolution trends, and backlog information • Monitor high-priority and customer-sensitive issues, follow up with Managed Services Operations, and help move stalled tickets forward • Identify patterns requiring root-cause analysis, problem management, technical remediation, training, lifecycle replacement, or project work • Develop an account-management understanding of customer networks, servers, cloud services, virtualization, storage, applications, cybersecurity, monitoring, backup, disaster recovery, connectivity, facilities, and third-party dependencies • Track assets, warranties, leases, vendor support, end-of-sale, end-of-support, and end-of-life information • Maintain rolling 12-, 18-, or 24-month lifecycle forecasts and bring lifecycle needs into service reviews, budgeting discussions, and QBRs • Maintain renewal calendars for managed-services agreements, licensing, subscriptions, warranties, leases, connectivity, cloud, security, backup, and third-party services • Coordinate renewal preparation, validate quantities and requirements, resolve discrepancies, prepare renewal-readiness summaries, and track quotes, approvals, signatures, purchase orders, provisioning, and billing updates • Maintain visibility into customer projects, upgrades, remediations, onboarding activities, and operational initiatives • Coordinate with PMO on schedules, milestones, dependencies, risks, customer responsibilities, and completion dates • Perform light coordination for small operational initiatives when formally delegated • Identify improvement opportunities and create or initiate opportunity records through Salesforce or portal processes • Conduct structured handoffs to Sales and participate in discovery when customer or account context is required • Follow technical, service, executive, contractual, security, and sales escalation paths • Support post-incident follow-up and lessons-learned activities • Conduct recurring internal account reviews with Service Delivery, Managed Services Operations, Engineering, PMO, Sales, Procurement, Finance, and leadership • Use STN One, Jira, Confluence, ticketing systems, Salesforce, NetSuite, monitoring tools, and other approved platforms • Support customer onboarding, transitions, offboarding, and material environment changes

🎯 Requisitos

• Four or more years of experience in an MSP, IT service-delivery, technical account-management, customer success, or comparable customer-facing technical role • At least two years managing customer relationships, escalations, recurring reviews, or an assigned account portfolio • Operational working knowledge of networks, servers, cloud services, cybersecurity, monitoring, backup, and disaster recovery • Experience reviewing support tickets, service metrics, customer escalations, and recurring issue trends • Experience coordinating technical projects, upgrades, remediation activities, or customer initiatives • Experience using a PSA, CRM, ticketing system, documentation platform, project system, asset platform, or monitoring portal • Ability to interpret service descriptions, contract dates, licensing quantities, warranties, and renewal requirements • Strong written communication, meeting facilitation, organization, documentation, and follow-through skills • Ability to communicate credibly with customer executives, business contacts, and technical teams • Sound judgment regarding when to involve Service Delivery, Engineering, Security, PMO, Sales, Finance, Procurement, Legal, or leadership • Preferred: Direct Managed Service Provider employment experience • Preferred: Experience leading monthly service reviews, QBRs, executive reviews, or technology-planning meetings • Preferred: Experience with contract renewals, software licensing, hardware warranties, leases, or vendor services • Preferred: Experience developing asset or technology lifecycle plans • Preferred: Experience with Atlassian Jira and Confluence, a customer portal, PSA, CRM, RMM or monitoring tools, and IT documentation platforms • Preferred: ITIL 4 Foundation, Microsoft Fundamentals, CompTIA, CAPM, Project+, or similar relevant certification • Preferred: Experience working with regulated or compliance-sensitive customers • Ability to participate in meetings across supported customer time zones • Periodic customer, company, or vendor travel as required by account needs • Occasional participation in urgent customer escalations outside the normal meeting schedule • Candidates must be U.S. Citizens or Permanent Residents • Must be authorized to work in the United States on a full-time basis • Employment is contingent upon successful completion of a background check and reference verification

🏖️ Benefícios

• Health Coverage – Medical, Dental & Vision • FSA Health and Dependent Care available • 401(k) Plan • Unlimited Paid Time Off (PTO) • Observed Holidays • Paid Cell Phone Allowance • Collaborative, growth-driven culture

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