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.

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

• Keep updated customer stakeholder maps, account-success plans, environment records, contract records, lifecycle records, renewal records, initiative records, risk records, and escalation records.

• Organize and participate in weekly, monthly, quarterly, and other planned customer meetings.

• Prepare meeting agendas, facilitate discussions, document decisions and follow-up actions, distribute meeting notes, and monitor commitments.

• Assist in monthly service reviews, quarterly business reviews, executive reviews, and discussions regarding technology planning.

• Analyze tickets, aging tickets, escalations, recurring incidents, reopened tickets, customer-impacting trends, SLA performance, ticket volume, response trends, resolution trends, and backlog information.

• Oversee high-priority and customer-sensitive issues, follow up with Managed Services Operations, and facilitate the progression of stalled tickets.

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

• Acquire 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 integrate lifecycle requirements into service reviews, budgeting discussions, and QBRs.

• Keep renewal calendars for managed-services agreements, licensing, subscriptions, warranties, leases, connectivity, cloud, security, backup, and third-party services.

• Coordinate the preparation for renewals, validate quantities and requirements, resolve discrepancies, create renewal-readiness summaries, and track quotes, approvals, signatures, purchase orders, provisioning, and billing updates.

• Maintain awareness of customer projects, upgrades, remediations, onboarding activities, and operational initiatives.

• Collaborate with PMO on schedules, milestones, dependencies, risks, customer responsibilities, and completion dates.

• Conduct light coordination for small operational initiatives as formally delegated.

• Identify improvement opportunities and create or initiate opportunity records through Salesforce or portal processes.

• Conduct structured handoffs to Sales and engage in discovery when customer or account context is necessary.

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

• Assist in post-incident follow-up and lessons-learned activities.

• Conduct regular internal account reviews with Service Delivery, Managed Services Operations, Engineering, PMO, Sales, Procurement, Finance, and leadership.

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

• Support customer onboarding, transitions, offboarding, and significant environment changes.

⛳️ Requirements

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

• At least two years of experience 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.

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

• Experience in coordinating technical projects, upgrades, remediation activities, or customer initiatives.

• Familiarity with a PSA, CRM, ticketing system, documentation platform, project system, asset platform, or monitoring portal.

• Proficient in interpreting service descriptions, contract dates, licensing quantities, warranties, and renewal requirements.

• Exceptional written communication, meeting facilitation, organization, documentation, and follow-through skills.

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

• Sound judgment in determining when to involve Service Delivery, Engineering, Security, PMO, Sales, Finance, Procurement, Legal, or leadership.

• Preferred: Experience directly employed by a Managed Service Provider.

• Preferred: Experience leading monthly service reviews, QBRs, executive reviews, or technology-planning meetings.

• Preferred: Familiarity with contract renewals, software licensing, hardware warranties, leases, or vendor services.

• Preferred: Experience in developing asset or technology lifecycle plans.

• Preferred: Proficiency 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.

• Willingness to travel periodically for customer, company, or vendor needs as required by account circumstances.

• Occasional involvement in urgent customer escalations outside the regular 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 the successful completion of a background check and reference verification.

🏝️ Benefits

• 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.