Senior Technical Success Manager

This is a fully remote position, open to applicants in United States.

📋 Description

• Act as the main operational contact for designated managed-services clients.

• Develop and sustain relationships with customer executives, business leaders, technical contacts, department managers, and escalation stakeholders.

• Keep comprehensive knowledge of customer accounts, including business operations, technology environments, stakeholders, agreements, support history, initiatives, asset lifecycles, and contractual obligations.

• Organize and participate in weekly, monthly, quarterly, executive, service-review, and technology-planning meetings.

• Create agendas, facilitate meetings, document decisions and actions, distribute notes, and track commitments through to completion.

• Analyze tickets, escalations, recurring incidents, service metrics, SLA performance, backlogs, and customer-impacting trends.

• Collaborate with Managed Services Operations and technical teams to expedite stalled tickets and provide accurate updates to customers.

• Identify patterns that necessitate root-cause analysis, remediation, training, lifecycle replacement, or project work.

• Maintain oversight of customer infrastructure, including servers, cloud, virtualization, storage, networks, cybersecurity, backup, disaster recovery, and connectivity.

• Monitor asset warranties, leases, vendor support, end-of-sale, end-of-support, and end-of-life information.

• Maintain rolling forecasts for technology lifecycles over 12, 18, or 24 months.

• Manage renewal schedules 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.

• Facilitate customer decisions, approvals, access, scheduling, dependencies, and minor operational initiatives.

• Identify opportunities for improvement and create or initiate opportunity records for structured handoff to Sales.

• Assist in discovery while steering clear of unapproved pricing, negotiations, discounts, or closing responsibilities.

• Adhere to technical, service, executive, contractual, security, and sales escalation procedures.

• Support post-incident follow-up and lessons-learned activities.

• Maintain account-success plans and current records for stakeholder engagement, environment, contract, lifecycle, renewal, initiative, risk, and escalation.

• Conduct regular internal account reviews and provide leadership with insights into account health, renewals, lifecycle exposure, commitments, escalations, and commercial transitions.

• Utilize STN One, Jira, Confluence, ticketing, Salesforce, NetSuite, monitoring, and other approved platforms.

• Assist with customer onboarding, transitions, offboarding, and significant changes to the environment.

⛳️ Requirements

• Minimum of four years of experience in an MSP, IT service delivery, technical account management, customer success, or a similar customer-facing technical role.

• At least two years of experience managing customer relationships, escalations, recurring reviews, or an assigned account portfolio.

• Operational knowledge of networks, servers, cloud services, cybersecurity, monitoring, backup, and disaster recovery.

• Experience in reviewing support tickets, service metrics, customer escalations, and recurring issue trends.

• Proven experience coordinating technical projects, upgrades, remediation activities, or customer initiatives.

• Proficiency in using a PSA, CRM, ticketing system, documentation platform, project management system, asset platform, or monitoring portal.

• Ability to interpret service descriptions, contract dates, licensing quantities, warranties, and renewal requirements.

• Excellent written communication, meeting facilitation, organizational, documentation, and follow-through skills.

• Ability to effectively communicate with customer executives, business contacts, and technical teams.

• Sound judgment on when to engage Service Delivery, Engineering, Security, PMO, Sales, Finance, Procurement, Legal, or leadership.

• Direct experience with a Managed Service Provider is preferred.

• Experience leading monthly service reviews, QBRs, executive reviews, or technology planning meetings is preferred.

• Familiarity with contract renewals, software licensing, hardware warranties, leases, or vendor services is preferred.

• Experience in developing asset or technology lifecycle plans is preferred.

• Knowledge of Atlassian Jira and Confluence, a customer portal, PSA, CRM, RMM or monitoring tools, and IT documentation platforms is preferred.

• ITIL 4 Foundation, Microsoft Fundamentals, CompTIA, CAPM, Project+, or a similar relevant certification is preferred.

• Experience working with regulated or compliance-sensitive customers is preferred.

• Regular use of video conferencing, collaboration tools, ticketing systems, dashboards, and customer portals.

• Ability to participate in meetings across supported customer time zones.

• Occasional travel to customer, company, or vendor locations as required by account needs.

• Willingness to participate 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 is required.

🏝️ Benefits

• Health Coverage – Medical, Dental & Vision

• FSA Health and Dependent Care available

• 401(k) Plan

• Unlimited Paid Time Off (PTO)

• Paid Observed Holidays

• Cell Phone Allowance

• Collaborative, growth-driven culture