STN Incorporated

Customer Success Manager

• Serve as a primary operational point of contact for assigned managed-services customers.
• Build and maintain relationships with customer executives, business leaders, technical contacts, department managers, and escalation stakeholders.
• Maintain customer account knowledge covering business operations, technology environments, stakeholders, agreements, support history, initiatives, asset lifecycles, and contractual obligations.
• Coordinate and attend weekly, monthly, quarterly, executive, service-review, and technology-planning meetings.
• Prepare agendas, facilitate meetings, document decisions and actions, distribute notes, and track commitments through completion.
• Review tickets, escalations, recurring incidents, service metrics, SLA performance, backlogs, and customer-impacting trends.
• Coordinate with Managed Services Operations and technical teams to advance stalled tickets and ensure accurate customer updates.
• Identify patterns requiring root-cause analysis, remediation, training, lifecycle replacement, or project work.
• Maintain visibility into customer infrastructure, including servers, cloud, virtualization, storage, networks, cybersecurity, backup, disaster recovery, and connectivity.
• Track asset warranties, leases, vendor support, end-of-sale, end-of-support, and end-of-life information.
• Maintain rolling 12-, 18-, or 24-month technology lifecycle forecasts.
• Manage renewal calendars for managed services, licensing, subscriptions, warranties, leases, connectivity, cloud, security, backup, and third-party services.
• Coordinate renewal readiness, quotes, approvals, signatures, purchase orders, provisioning, billing updates, and system documentation.
• Maintain visibility into projects, upgrades, remediations, onboarding activities, and operational initiatives.
• Coordinate customer decisions, approvals, access, scheduling, dependencies, and light operational initiatives.
• Identify improvement opportunities and create or initiate opportunity records for structured handoff to Sales.
• Support discovery while avoiding unapproved pricing, negotiations, discounts, or closing responsibilities.
• Follow technical, service, executive, contractual, security, and sales escalation paths.
• Support post-incident follow-up and lessons-learned activities.
• Maintain account-success plans and current stakeholder, environment, contract, lifecycle, renewal, initiative, risk, and escalation records.
• Conduct recurring internal account reviews and provide leadership with visibility into account health, renewals, lifecycle exposure, commitments, escalations, and commercial handoffs.
• Use STN One, Jira, Confluence, ticketing, Salesforce, NetSuite, monitoring, and other approved platforms.
• Support customer onboarding, transitions, offboarding, and material environment changes.

Explore Senior Technical Success Manager at STN Incorporated. Review requirements and application details.

Senior Technical Success Manager

Operations

• Lead physical infrastructure delivery and ongoing operational readiness across global data center environments
• Plan and execute Day 1 infrastructure deployments, including hardware delivery, physical layout, rack-and-stack, and initial cabling
• Lead Day 2 activities including expansions, refreshes, migrations, retrofits, and operational upgrades
• Coordinate compute, storage, networking, cabling, and infrastructure changes
• Manage deployment schedules, implementation timelines, resources, roadmaps, milestones, KPIs, budgets, risks, escalations, dependencies, and vendor performance
• Drive operational readiness and turnover from construction/build teams into live operations
• Oversee change implementation while minimizing operational risk and service disruption
• Establish and improve deployment processes, SOPs, and operational playbooks
• Drive continuous improvement focused on efficiency, quality, and deployment velocity
• Ensure compliance with operational standards, safety requirements, and change management policies
• Support deployment-related incident response coordination
• Oversee site-level operations, including superintendent/general manager leadership, site operations managers, site administration, EHS/safety programs, and inventory coordination
• Coordinate deployment activities with ongoing site operations to maintain continuity, safety, and service availability
• Align facilities, security, logistics, and operational stakeholders across global sites
• Manage third-party deployment vendors, integrators, and logistics providers
• Coordinate with global site operations, engineering, network, facilities, and supply chain teams
• Facilitate deployment readiness reviews and stakeholder communications
• Ensure vendor SLAs and deployment quality standards are met
• Support infrastructure lifecycle management, including refreshes, decommissions, and hardware replacement programs
• Coordinate deployment sequencing and operational validation for lifecycle activities
• Assist with forecasting deployment capacity needs and regional operational requirements
• Ensure inventory accuracy and deployment asset tracking
• Provide executive-level reporting on deployment progress, capacity readiness, and operational impacts

Explore Director of Data Center – Site Operations at STN Incorporated. Review requirements and application details.