Customer Success Manager – Technology… at Sia Experience · 48 Wall St

Summary: Sia Experience is a global management consulting group specializing in data science and AI-driven solutions. They are seeking a Customer Success Manager to support the ongoing production operations of Stratumn, an internal AI tool, focusing on production support processes, issue resolution, and cross-functional collaboration. 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 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 Required Skills: Technical support, Production support, Application support, Technical operations, Systems administration, Issue triaging, Troubleshooting, Analytical skills, Ticketing systems, Issue tracking tools, Project management platforms, Enterprise software support, SaaS platforms, AI-enabled tools, Workflow-driven applications, Support operating models, L1/L2 support structure, Service level agreements, Incident management, Governance, API integrations, Third-party systems, Environment management, Configuration troubleshooting, Jira, ServiceNow, Zendesk, Confluence, Root cause analysis, Defect management, Fix validation, Knowledge base development, Support playbooks, Runbooks, Process documentation, Workflow automation, Support operations scaling, Judgment Benefits: Annual performance based discretionary bonus, 3 Medical plans, Dental and Vision, Life, AD&D and other voluntary insurance, 401K retirement plan, 4% matching and 100% vested upon enrollment, Health Savings Account (HSA), Flexible Spending Account (FSA), Health, Dependent Care, Commuter, 100% paid parental leave for all new parents with eligible tenure, Building Healthy Families program if enrolled through Medical plan, Generous Paid Time Off (PTO) policy, 9 company holidays plus 1 floating holiday, 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)