Managed Services Lead
C
CertaB2B SaaS
Certa is a remote-first company and we hire globally., some overlap with US and UK business hoursFull-TimeLead
SalaryTop of market salary + bonuses and equity
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Job Details
- Experience
- 5+ years
- Required Skills
- Project ManagementJiraRESTful APIsSaaSZendeskServiceNow
Requirements
- 5+ years of experience in managed services, premium/production support, or professional services.
- Strong background in technical program or project management within B2B SaaS or enterprise software.
- Track record of managing enterprise customer relationships and handling escalations.
- Experience managing multiple accounts simultaneously.
- Hands-on experience with ITSM and ticketing platforms like Jira, Zendesk, or ServiceNow.
- Familiarity with enterprise SaaS and ERP ecosystems including SAP, Oracle, Workday, or NetSuite.
- Direct experience in hiring, coaching, and performance-managing delivery teams.
- Ability to communicate complex technical details to business stakeholders.
- Familiarity with APIs, integrations, and no-code workflow configurations.
- Proactive mindset with strong ownership skills.
Responsibilities
- Act as the single owner and project manager across all managed services accounts.
- Manage client accounts against package entitlements to protect margins and track renewal risk.
- Define and hold SLAs by severity and run root-cause analysis on breaches.
- Transition new clients to the support model and lead monthly/quarterly service reviews.
- Build the managed services playbook and establish deployment guardrails for enterprise tenants.
- Direct the hiring, onboarding, coaching, and performance management of solution engineers.
- Design coverage models and shifts to meet SLA requirements across time zones.
- Act as the primary link to Product, Engineering, Sales, and Customer Success teams.
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