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STN Incorporated
STN Incorporated
11 – 50 Zaposleni
Kibernetska varnostPodjetjeStrojna oprema
STN Incorporated provides managed IT and cloud infrastructure for enterprises and teams building business-critical software, AI systems, and robotics. Its services include private CPU clouds, GPU One AI infrastructure, secure networking and storage, and ongoing cloud operations supported by 24/7 human support and high-uptime service-level agreements. The company also handles cybersecurity operations and incident response, compliance and risk management, backup and recovery, and technology procurement and lifecycle management. STN serves SaaS companies, AI builders and model developers, robotics firms, and regulated organizations including healthcare providers, with infrastructure designed to support audit readiness and frameworks such as SOC 2 Type II and HIPAA.
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Delovna mesta v podjetju

Senior Technical Success Manager

Lead service coordination and customer relationships for STN’s managed cloud, AI infrastructure, and cybersecurity services. Oversee renewals, technology lifecycles, escalations, and service improvements.

USZdružene države Amerike
100.000 $ – 110.000 $ / leto
Na daljavoPolni delovni časSeniorZahtevani Jezik: angleščinaUspeh strankVodja uspeha strank
Kibernetska varnostOblak

Opis

  • Act as the main operational contact for assigned managed-services customers.
  • Build relationships with customer executives, business leaders, technical contacts, department managers, and escalation stakeholders.
  • Keep account records current on customer operations, technology, stakeholders, agreements, support history, initiatives, asset lifecycles, and contractual obligations.
  • Coordinate and participate in weekly, monthly, quarterly, executive, service-review, and technology-planning meetings.
  • Set agendas, lead meetings, record decisions and actions, share notes, and follow commitments through to completion.
  • Monitor tickets, escalations, recurring incidents, service metrics, SLA results, backlogs, and trends affecting customers.
  • Work with Managed Services Operations and technical teams to move stalled tickets forward and provide customers with accurate updates.
  • Spot patterns that call for root-cause analysis, remediation, training, lifecycle replacements, or project work.
  • Track customer infrastructure, including servers, cloud, virtualization, storage, networks, cybersecurity, backup, disaster recovery, and connectivity.
  • Track asset warranties, leases, vendor support, and end-of-sale, end-of-support, and end-of-life dates.
  • Develop rolling technology lifecycle forecasts for the next 12, 18, or 24 months.
  • Manage renewal calendars for managed services, licenses, subscriptions, warranties, leases, connectivity, cloud, security, backup, and third-party services.
  • Coordinate renewal preparation, quotes, approvals, signatures, purchase orders, provisioning, billing updates, and system records.
  • Track projects, upgrades, remediation work, onboarding, and operational initiatives.
  • Coordinate customer decisions, approvals, access, schedules, dependencies, and smaller operational initiatives.
  • Identify service improvement opportunities and create or open opportunity records for structured handoff to Sales.
  • Support discovery while following approval boundaries for pricing, negotiations, discounts, and closing activities.
  • Use the established technical, service, executive, contractual, security, and sales escalation paths.
  • Support follow-up and lessons learned after incidents.
  • Maintain account success plans and up-to-date records for stakeholders, environments, contracts, lifecycles, renewals, initiatives, risks, and escalations.
  • Hold regular internal account reviews and keep leadership informed about account health, renewals, lifecycle exposure, commitments, escalations, and commercial handoffs.
  • Work in STN One, Jira, Confluence, ticketing, Salesforce, NetSuite, monitoring, and other approved platforms.
  • Support customer onboarding, transitions, offboarding, and significant environment changes.

Zahteve

  • At least four years in an MSP, IT service delivery, technical account management, customer success, or a similar customer-facing technical role.
  • At least two years managing customer relationships, escalations, recurring reviews, or an assigned account portfolio.
  • Working operational 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 work, or customer initiatives.
  • Experience with 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.
  • Ability to communicate effectively with customer executives, business contacts, and technical teams.
  • Good judgment about when to involve Service Delivery, Engineering, Security, PMO, Sales, Finance, Procurement, Legal, or leadership.
  • Direct employment experience with a managed service provider 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 creating 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 a similar relevant certification preferred.
  • Experience serving regulated or compliance-sensitive customers preferred.
  • Regular use of video conferencing, collaboration tools, ticketing systems, dashboards, and customer portals.
  • Ability to attend meetings across supported customer time zones.
  • Available for occasional customer, company, or vendor travel as account needs require.
  • Available to participate in urgent customer escalations outside the normal meeting schedule.
  • Must be a U.S. citizen or permanent resident.
  • Must be authorized to work full time in the United States.
  • Must pass a background check and reference verification.

Ugodnosti

  • Medical, dental, and vision coverage
  • Health and dependent care FSAs
  • 401(k) plan
  • Unlimited paid time off
  • Paid observed holidays
  • Cell phone allowance
  • Collaborative culture focused on growth

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