Senior Technical Success Manager

STN Incorporated•,

2d•$100,000 - $110,000•Remote

About The Position

The Technical Success Manager is responsible for the operational, technical, and lifecycle success of assigned managed-services customers. The position serves as a primary relationship and coordination point between the customer and STN’s Service Desk and Managed Services Operations, Engineering, Project Management Office, Sales, Procurement, Finance, and leadership teams. The Technical Success Manager develops and maintains an informed understanding of each customer’s business, stakeholders, technology environment, managed-services agreement, support history, active initiatives, asset lifecycle, and upcoming contractual obligations. The role facilitates recurring customer meetings, monitors service performance and escalations, tracks commitments, coordinates ongoing initiatives, supports asset and technology lifecycle planning, and ensures that contract, licensing, warranty, and service renewals are identified and addressed in advance. This is a non-commissioned role. The Technical Success Manager identifies customer needs and qualified improvement opportunities but transfers solution design, pricing, negotiation, forecasting, and closing responsibilities to the appropriate Sales, Solutions, or contract-management resources.

Requirements

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.
Candidates must be U.S. Citizens or Permanent Residents.
All applicants must be authorized to work in the United States on a full-time basis.

Nice To Haves

Direct Managed Service Provider employment experience.
Experience leading monthly service reviews, QBRs, executive reviews, or technology-planning meetings.
Experience with contract renewals, software licensing, hardware warranties, leases, or vendor services.
Experience developing asset or technology lifecycle plans.
Experience with Atlassian Jira and Confluence, a customer portal, PSA, CRM, RMM or monitoring tools, and IT documentation platforms.
ITIL 4 Foundation, Microsoft Fundamentals, CompTIA, CAPM, Project+, or similar relevant certification.
Experience working with regulated or compliance-sensitive customers.

Responsibilities

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.
Understand each customer’s business operations, critical technology dependencies, supported locations, key vendors, communication preferences, and service expectations.
Maintain an accurate stakeholder map identifying decision-makers, technical contacts, executive sponsors, renewal owners, and escalation contacts.
Maintain awareness of customer sentiment, organizational change, operational risks, business priorities, and upcoming initiatives.
Represent the customer’s interests internally while maintaining contractual, technical, and operational boundaries.
Coordinate and attend weekly, monthly, quarterly, and other scheduled customer meetings based on account requirements.
Prepare agendas using ticket activity, service performance, project status, lifecycle items, renewals, open decisions, risks, and upcoming initiatives.
Facilitate meetings or support the designated meeting owner.
Document decisions, owners, due dates, risks, dependencies, and follow-up actions.
Distribute meeting notes and action summaries within the established service standard.
Track customer commitments through completion and escalate overdue or blocked actions.
Assist with monthly service reviews, quarterly business reviews, executive reviews, and technology-planning discussions.
Review open tickets, aging tickets, escalations, recurring incidents, reopened tickets, and customer-impacting trends for assigned accounts.
Monitor high-priority and customer-sensitive issues to confirm ownership, communication cadence, and appropriate escalation.
Follow up on tickets and initiate with Managed Services Operations, who remain responsible for completing the work; keep informed and help move stalled tickets forward.
Help ensure customer-facing updates are timely, accurate, understandable, and aligned with confirmed technical information.
Identify patterns that may require root-cause analysis, problem management, technical remediation, training, lifecycle replacement, or project work.
Review relevant SLA performance, ticket volume, response trends, resolution trends, and backlog information.
Avoid bypassing established service ownership or directly assigning technical work outside approved processes.
Develop a working account-management understanding of the customer’s environment, including: STN Provided services and how they interact within their environment which may include: Servers, cloud services, virtualization, storage, and business-critical applications. Network, internet, wireless, firewall, remote-access, and connectivity services. Cybersecurity, monitoring, logging, vulnerability, and compliance-related services. Backup, disaster recovery, business continuity, and recovery objectives. Locations, facilities, remote-work requirements, and key third-party dependencies. Managed-services agreement, supported scope, service exclusions, and customer responsibilities.
Maintain visibility into supported customer assets and technology platforms using the designated systems of record.
Track or validate purchase dates, deployment dates, warranties, leases, vendor support, end-of-sale, end-of-support, and end-of-life information.
Identify unsupported, aging, or capacity-constrained technology before it creates an operational emergency.
Coordinate with technical teams to validate lifecycle risks, replacement timing, dependencies, and recommended next steps.
Maintain a rolling 12, 18, or 24 month lifecycle forecast for assigned customers.
Bring upcoming lifecycle needs into customer service reviews, budgeting discussions, and QBRs.
Confirm that completed replacements, upgrades, and decommissions are reflected in asset and customer documentation.
Escalate material asset-data gaps and coordinate corrective action with the responsible team.
Maintain a consolidated renewal calendar for managed-services agreements, licensing, subscriptions, warranties, leases, connectivity, cloud, security, backup, and relevant third-party services.
Begin renewal preparation within the company’s required advance window.
Validate customer quantities, users, devices, locations, service tiers, usage, asset status, and current requirements.
Identify material differences between contracted quantities, deployed quantities, billed quantities, and customer expectations.
Coordinate with Sales, Procurement, Finance, Contract Administration, and technical teams to resolve discrepancies.
Prepare a renewal-readiness summary documenting expiration date, current services, quantities, expected changes, stakeholder contacts, known concerns, technical recommendations, required approvals, and target completion date.
Schedule or support customer renewal-planning discussions and track quotes, approvals, signatures, purchase orders, provisioning, and billing updates.
Escalate renewals that are delayed, incomplete, commercially at risk, or operationally critical.
Confirm completed renewals are reflected in Salesforce, NetSuite, the contract repository, billing, the STN One portal, and customer documentation.
Maintain visibility into active customer projects, upgrades, remediations, onboarding activities, and operational initiatives.
Coordinate with PMO to understand schedules, milestones, dependencies, customer responsibilities, risks, and expected completion dates.
Communicate confirmed status information during customer meetings.
Track customer decisions, approvals, access requirements, scheduling needs, and other dependencies that may affect delivery.
Perform light coordination for small operational initiatives when a formal Project Manager is not assigned and when ownership is explicitly delegated.
Escalate scope, budget, resource, schedule, and delivery risks to the responsible Project Manager or operational leader.
Avoid making commitments regarding project scope, budget, resources, or completion dates without confirmation from the accountable owner.
Identify potential improvements based on service trends, technical findings, lifecycle risks, contract changes, customer requests, business changes, and documented gaps.
Recognize potential needs involving security, lifecycle replacement, licensing, cloud, backup, disaster recovery, networking, compliance, training, or managed services.
Document the customer problem, business impact, urgency, known technical context, relevant stakeholders, timing, and required technical validation.
Create or initiate the opportunity record using the established Salesforce or portal process.
Conduct a structured handoff to Sales and participate in discovery when customer or account context is required.
Track whether the customer receives timely follow-up and maintain account-level visibility into opportunity status.
Do not present unapproved pricing, negotiate terms, promise discounts, or function as the closing salesperson.
Follow the company’s technical, service, executive, contractual, security, and sales escalation paths.
Confirm customer impact, urgency, current owner, communication expectations, and next-update time.
Ensure the appropriate leaders and technical resources are engaged.
Maintain a clear record of actions, decisions, owners, risks, and communications.
Support post-incident follow-up and lessons-learned activities when appropriate.
Identify escalations that indicate broader customer-health, service-scope, contract, or relationship risk.
Maintain an account-success plan for each assigned customer.
Keep stakeholder, environment, contract, lifecycle, renewal, initiative, risk, and escalation records current.
Conduct recurring internal account reviews with Service Delivery, Managed Services Operations, Engineering, PMO, Sales, Procurement, Finance, and leadership as appropriate.
Provide leadership with visibility into account health, upcoming renewals, lifecycle exposure, open commitments, escalations, and commercial handoffs.
Use the STN One portal, Atlassian products (Jira and Confluence), the ticketing system, Salesforce, NetSuite, monitoring tools, and other approved platforms according to defined processes.
Support customer onboarding, transitions, offboarding, and material environment changes, and validate that onboarding (G.9) and offboarding (G.11) duties are complete.
Identify possible service-scope misunderstandings or recurring out-of-scope requests and route them for review.