Technical Customer Success Advisor

Overview

We are seeking a Technical Customer Success Advisor to join our elite Concierge Services team supporting strategic and high-value managed clients. This role combines business acumen, technical depth, and data-driven insight to help customers realize measurable outcomes from their technology investments.

Key Responsibilities :

• Serve as a primary trusted advisor for strategic clients, combining business and technical guidance.
• Translate complex managed-services concepts into actionable business value roadmaps.
• Leverage Gartner, Forrester, and industry insight to guide customer modernization roadmaps.
• Participate in Executive Business reviews (EBRs), providing data-backed recommendation and ROI tracking.
• Utilize service dashboards, health scores, and predictive analytics to identify risk, opportunity, and optimization paths.
• Analyze NPS, SLA adherence, and service delivery data to generate proactive improvement actions.
• Partner with internal teams to enhance analytics and reporting tools for client delivery.
• Collaborate with Technical Leads and Customer Success Managers to ensure SLA and KPI compliance.
• Ensure customers adopt new service capabilities, automation, and best practices.
• Develop and maintain Customer Success Plans (CSPs) with measurable KPIs.
• Identify cross-sell and upsell opportunities aligned with customer business outcomes.
• Act as the customer’s voice within Pellera, influencing service innovation and roadmap priorities.

Qualification

Preferred Background

Success Characteristics