stninc - Senior Technical Success Manager

• CUSTOMER RELATIONSHIP AND ACCOUNT KNOWLEDGE • 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. • CUSTOMER MEETING MANAGEMENT • 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. • SUPPORT TICKET AND SERVICE OVERSIGHT • 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. • CUSTOMER ENVIRONMENT UNDERSTANDING • 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. • Asset and technology lifecycle management • 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. • Contract, licensing, warranty, and renewal management • 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. • INITIATIVE AND LIGHT PROJECT COORDINATION • Maintain visibility into active customer projects, upgrades, remediations, onboarding activities, and operational initiatives. • 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. • Proactive improvement and Sales handoff • 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.