Overview

Key Responsibilities

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.  
• 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.  

Initiative and light project coordination  

• 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.  

Escalation management  

• 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.  

Experience & Qualifications

Required

• 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.  

Preferred

• 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.  

Physical and work requirements

• Regular use of video conferencing, collaboration tools, ticketing systems, dashboards, and customer portals.  
• Ability to participate in meetings across supported customer time zones.  
• Periodic customer, company, or vendor travel as required by account needs.  
• Occasional participation in urgent customer escalations outside the normal meeting schedule.  
• Reasonable accommodations will be considered in accordance with applicable law and company policy. 

Compensation

• Full-Time, Exempt
• $100,000-$110,000/year, DOE

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

Employment is contingent upon the successful completion of a background check and reference verification. All applicants must be authorized to work in the United States on a full-time basis.