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About the role
Key responsibilities & impact- Be the single point of contact (SPOC) for the client across all YSSY service areas — Data & AI, Infrastructure, Observability, and Security
- Manage the full account lifecycle: SLAs, performance metrics, contract financial management, penalties, and periodic reviews
- Coordinate multiple YSSY squads and technical teams assigned to the client, ensuring prioritization, communication, and cohesive delivery
- Prepare and present the Monthly Performance Report (RMD) consolidating all areas — operational, financial, and action plan
- Lead QBR (Quarterly Business Review) meetings with client leadership, presenting results and strategic progress
- Manage Service Orders and expanded scope requests, from estimation to formal acceptance
- Act as the guardian of the customer experience: anticipate risks, resolve conflicts, and ensure perceived value consistently exceeds expectations
- Identify and develop account expansion opportunities (upsell and cross-sell) in partnership with commercial and technical teams
- Support management of critical incidents as the executive interface between the client and YSSY technical teams
Requirements
What you’ll need- Experience managing accounts or IT managed service contracts (MSP, outsourcing, support/sustaining, or professional services)
- Ability to navigate seamlessly and credibly between technical and executive stakeholders
- Practical knowledge of ITIL and processes for managing incidents, changes, and service levels
- Broad technology perspective: comfortable discussing data, infrastructure, security, and observability without needing to be an expert in all areas
- Proficiency with tracking and reporting tools: Excel, Power BI, or similar for KPIs and management reports
- Results-, deadline-, and quality-oriented profile — someone who resolves issues before escalating
- Bachelor’s degree completed in Information Technology, Information Systems, Computer Science, Engineering, Business Administration, or related fields
Benefits
Comp & perks- BIZ (flexible allowance card)
- Alice Health Plan
- Amil Dental Plan (optional)
- Life Insurance
- Transportation Allowance
- Wellhub (Gympass)
- Childcare assistance for mothers and fathers
ATS Keywords
✓ Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills & Tools
Account Lifecycle ManagementService Level AgreementsPerformance MetricsIncident ManagementChange Management
Soft Skills
Conflict ResolutionCustomer Experience ManagementResults-OrientedDeadline Management