Customer Success Manager – Technology Support – Stratumn

companyDescription Sia is a next-generation, global management consulting group. Founded in 1999, we were born digital. Today our strategy and management capabilities are augmented by data science, enhanced by creativity and driven by responsibility. We’re optimists for change and we help clients initiate, navigate and benefit from transformation. We believe optimism is a force multiplier, helping clients to mitigate downside and maximize opportunity. With expertise across a broad range of sectors and services, our 3,000 consultants serve clients worldwide from 48 locations in 19 countries. Our expertise delivers results. Our optimism transforms outcomes. Sia’s AI & Data Business Unit is the powerhouse of our firm’s innovation—merging cutting-edge Data Science, Generative AI, and advanced digital solutions to transform industries. With over 350 experts worldwide, we tackle projects from proof-of-concept to large-scale deployment, always pushing the boundaries of AI capabilities. Our 12 R&D labs in Europe and North America drive continuous research in areas like computer vision, MLOps, and deep learning, partnering closely with our business consultants for real-world impact. By joining Sia’s AI & Data team, you’ll step into a vibrant, collaborative environment that nurtures professional growth and empowers you to shape the future of AI-driven consulting. jobDescription Position Overview We are seeking an organized, proactive, and technically capable Associate Production Support Analyst to support the ongoing production operations of Stratumn, an internal AI tool that is now being integrated into client environments. This role is well suited for a professional with 1–3 years of experience in application support, production support, technical operations, or a related field who is eager to work in a cross-functional, client-facing environment. The Associate Production Support Analyst will play a key role in establishing and executing the production support model for Stratumn, including support processes, service levels, issue tracking, and operational governance. Acting as the Level 1 support lead, this individual will manage intake, triage, troubleshooting, and resolution of user issues and defects while partnering closely with product, engineering, client-facing technical teams, and business stakeholders to drive timely and effective outcomes. This role requires a strong foundation in technical troubleshooting, structured problem-solving, communication, and operational coordination. The ideal hire will be comfortable working across workflows, environments, and third-party integrations while bringing discipline and visibility to support operations through reporting, documentation, and continuous improvement initiatives. Key Responsibilities Help own and operationalize the production support model for Stratumn, including L1/L2 support structure, SLAs, escalation paths, and governance Serve as the Level 1 support lead, managing issue intake, triage, prioritization, and resolution for user-reported issues and defects Troubleshoot technical issues across application workflows, third-party integrations, system configurations, and client environments Partner with client-facing technical teams to investigate root causes, prioritize defects, validate fixes, and ensure clear communication throughout the resolution process Coordinate across client business stakeholders, product managers, engineering teams, and other cross-functional partners to drive issue resolution and alignment Maintain and manage the support backlog, incidents, risks, dependencies, and action items with clear prioritization and tracking Produce regular reporting on system health, defect trends, SLA performance, incident metrics, and overall support effectiveness Identify and drive opportunities for continuous improvement in support workflows, automation, operational processes, and system reliability Develop and maintain support documentation, playbooks, standard operating procedures, and knowledge base content to support scale and consistency Bring program management rigor to ongoing support operations through status tracking, stakeholder communication, governance routines, and escalation management qualifications Required Qualifications 1–3 years of experience in technical support, production support, application support, technical operations, systems administration, or a related role Experience triaging, tracking, and resolving issues in a production support environment Strong troubleshooting and analytical skills, with the ability to investigate issues across systems, workflows, and integrations Ability to manage multiple workstreams, incidents, and priorities in a fast-paced environment Strong written and verbal communication skills, including the ability to communicate effectively with both technical and non-technical stakeholders Experience working cross-functionally with teams such as product, engineering, operations, or client-facing technical teams Familiarity with ticketing systems, issue tracking tools, or project management platforms used to manage support activities Strong organizational skills and attention to detail, particularly in documentation, status tracking, and follow-up Ability to work independently, exercise sound judgment, and escalate issues appropriately Preferred Qualifications Experience supporting enterprise software, SaaS platforms, AI-enabled tools, or workflow-driven applications Familiarity with support operating models that include L1/L2 structures, SLAs, incident management, and governance Exposure to API integrations, third-party systems, environment management, or configuration troubleshooting Experience with tools such as Jira, ServiceNow, Zendesk, Confluence, or similar support and documentation platforms Experience analyzing support trends, defect patterns, and operational metrics to identify improvement opportunities Experience developing or maintaining knowledge bases, support playbooks, runbooks, or process documentation Familiarity with root cause analysis, defect management, and fix validation processes Interest in process improvement, workflow automation, and scaling support operations Bachelor’s degree in information systems, computer science, business, or a related field additionalInformation Compensation & Benefits We believe in supporting our team professionally and personally. Here’s a snapshot of the comprehensive benefits you’ll enjoy as part of Sia. Competitive Compensation Annual Base Salary Range: $80,000- $98,000, commensurate with experience and qualifications Annual performance based discretionary bonus Robust Health Coverage 3 Medical plans Dental and Vision Life, AD&D and other voluntary insurance Tax-Advantaged Accounts 401K retirement plan 4% matching and 100% vested upon enrollment Health Savings Account (HSA) Flexible Spending Account (FSA) Health, Dependent Care, Commuter Family Friendly Benefits 100% paid parental leave for all new parents with eligible tenure Building Healthy Families program if enrolled through Medical plan Time Off to Recharge Generous Paid Time Off (PTO) policy 9 company holidays plus 1 floating holiday Extras that Make Life Easier College savings and student loan repayment assistance Monthly cell phone stipend Access to wellness programs at no cost if enrolled through Medical plan, including: Gym membership reimbursement LiveHealth Online virtual care Personalized support from a Well-being Coach Employee Assistance Program at no cost Free confidential counseling and emotional support services On-demand access to Emotional Well-being resources (ranging from relaxation techniques to stress management) Diversity, Equity, Inclusion & Belonging At Sia, we believe in fostering a diverse, equitable and inclusive culture where our employees and partners are valued and thrive in a sense of belonging. We are committed to recruiting and developing a diverse network of employees and investing in their growth by providing unique opportunities for professional and cultural immersion. Our commitment toward inclusion motivates dynamic collaboration with our clients, building trust by creating an inclusive environment of curiosity and learning which affects lasting impact. Please visit our website for more information. Sia is an equal opportunity employer. All aspects of employment, including hiring, promotion, remuneration, or discipline, are based solely on performance, competence, conduct, or business needs. Office Workplace Guidelines Sia is committed to providing a flexible workplace environment that supports client, business, and market needs. Consultants located in our primary market office locations—New York City, Charlotte, Seattle, and San Francisco—are expected to live within a reasonable commuting distance and attend the office at least three days or more per week. For Consultants outside of our primary markets, we can offer more flexible in-person requirements in accordance with your location. Work Authorization & Sponsorship At this time, Sia does not intend to employ any applicant who will require, either now or in the future, employment visa sponsorship or sponsorship for work authorization (i.e., H1-B visa, F-1/OPT) or STEM OPT, TN, etc). Sia is an equal opportunity employer. All aspects of employment, including hiring, promotion, remuneration, or discipline, are based solely on performance, competence, conduct, or business needs.