Senior Technical Success Manager

Vaga não está no LinkedIn

🕒 Outubro 15

🇺🇸 Estados Unidos – Remoto (EUA)

💵 $100.000 - $110.000 / ano

⏰ Tempo Integral

🟠 Sênior

🏆 Sucesso do Cliente

👻 Score fantasma 5%

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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 and maintain relationships with customer executives, business leaders, technical contacts, department managers, and escalation stakeholders. • Maintain customer account knowledge covering business operations, technology environments, stakeholders, agreements, support history, initiatives, asset lifecycles, and contractual obligations. • Coordinate and attend weekly, monthly, quarterly, executive, service-review, and technology-planning meetings. • Prepare agendas, facilitate meetings, document decisions and actions, distribute notes, and track commitments through completion. • Review tickets, escalations, recurring incidents, service metrics, SLA performance, backlogs, and customer-impacting trends. • Coordinate with Managed Services Operations and technical teams to advance stalled tickets and ensure accurate customer updates. • Identify patterns requiring root-cause analysis, remediation, training, lifecycle replacement, or project work. • Maintain visibility into customer infrastructure, including servers, cloud, virtualization, storage, networks, cybersecurity, backup, disaster recovery, and connectivity. • Track asset warranties, leases, vendor support, end-of-sale, end-of-support, and end-of-life information. • Maintain rolling 12-, 18-, or 24-month technology lifecycle forecasts. • Manage renewal calendars for managed services, licensing, subscriptions, warranties, leases, connectivity, cloud, security, backup, and third-party services. • Coordinate renewal readiness, quotes, approvals, signatures, purchase orders, provisioning, billing updates, and system documentation. • Maintain visibility into projects, upgrades, remediations, onboarding activities, and operational initiatives. • Coordinate customer decisions, approvals, access, scheduling, dependencies, and light operational initiatives. • Identify improvement opportunities and create or initiate opportunity records for structured handoff to Sales. • Support discovery while avoiding unapproved pricing, negotiations, discounts, or closing responsibilities. • Follow technical, service, executive, contractual, security, and sales escalation paths. • Support post-incident follow-up and lessons-learned activities. • Maintain account-success plans and current stakeholder, environment, contract, lifecycle, renewal, initiative, risk, and escalation records. • Conduct recurring internal account reviews and provide leadership with visibility into account health, renewals, lifecycle exposure, commitments, escalations, and commercial handoffs. • Use STN One, Jira, Confluence, ticketing, Salesforce, NetSuite, monitoring, 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. • 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 (preferred). • Regular use of video conferencing, collaboration tools, ticketing systems, dashboards, and customer portals. • 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. • 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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