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Tech Stack
Tools & technologiesITSMPMPServiceNowVMware
About the role
Key responsibilities & impact- Support small to large field, major, or channel accounts on post-sale support issues and onboarding
- Support high-complexity and strategic global customer accounts
- Own issue resolution requiring analysis, judgment, negotiation, and problem solving
- Monitor churn risk and proactively reduce service-related churn
- Support non-standard customer requirements independently
- Identify customer trends and methods to improve customer experience
- Handle post-sale tactical issues and executive escalations
- Prepare and deliver post-mortem reviews
- Support quarterly business review delivery and preparation
- Identify root causes and drive resolution of cross-functional issues
- Lead account teams in developing customized QBR materials
- Project-manage QBR follow-up actions
- Develop, manage, and deliver service improvement plans
- Download data and create scheduled reports; deliver reports and answer stakeholder questions
- Clarify client requests, recommend data exploration, and explain insights
- Create complex ad hoc reports with visualizations and insights
- Prepare contract documents, provide legal inputs, and resolve standard contractual claims and disputes
Requirements
What you’ll need- Bachelor's degree in information technology, Computer Science, Engineering, Business Administration, or a related field
- 5+ years of experience in Service Management, Technical Account Management, Customer Success, IT Operations, Managed Services, or a related customer-facing technical role
- Practical familiarity with modern IT Service Management (ITSM) platforms such as ServiceNow, Jira Service Management, or equivalent service management tools
- Proven ability to identify opportunities for account growth, service expansion, and increased adoption of managed solutions
- Experience analyzing customer trends, identifying root causes of service issues, and driving corrective actions to improve customer satisfaction and retention
- Strong business acumen and ability to create, interpret, and present customer-facing business reviews, operational reports, KPI dashboards, service metrics, and executive-level recommendations
- Experience coordinating and collaborating with cross-functional stakeholders
- Excellent relationship management, communication, and stakeholder engagement skills
- Preferred: ITIL Foundation, ITIL Managing Professional, CITSM, or related Service Management certification
- Preferred: PMP certification or demonstrated project management experience
- Knowledge of enterprise infrastructure technologies, including Broadcom/VMware, Cisco, Juniper, Arista, Dell, Fortinet, VAST, NetApp, DDN, and MinIO
Benefits
Comp & perks- Employee Assistance Program
- US health, life, disability, and voluntary insurance plans
- US retirement plan contributions
- US paid time off and paid holidays
- Canada healthcare coverage complementary to the provincial healthcare system
- Canada life, disability, and optional benefit plans
- Canada Defined Contribution Pension Plan (DCPP)
- Canada Group Retirement Savings Plan (RRSP)
- Canada Tax-Free Savings Plan (TFSA)
- Canada vacation, personal time, and paid holidays
- Bonus eligibility
- Potential equity offering depending on position