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 5+ years in Technical Account Management, Consultancy, Service Delivery, or Customer Success Management. Strong understanding of ITSM, Cloud Infrastructure, Networking, Security, and Automation frameworks. Experience interpreting market research (Gartner, IDS, Forrester) into customer-specific strategies. Proficiency in data analytics tools and dashboards. Familiar with SLA management, governance, and ITIL processes. Excellent communication, executive presentation, and stakeholder management skills.

Preferred Background Bachelor’s degree in IT, Business, or related discipline. ITIL, PMP, or Technical Certification preferred. Prior experience in Managed Services, SaaS Operations, or Enterprise Service Management consulting

Success Characteristics Analytical thinker | Strategic storyteller | Technically fluent | Data-drive communicator | Influencer | Trusted Advisor.