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Certa is an AI-first third-party risk management platform used by Fortune 500 companies and fast-growing startups to onboard, assess, and monitor vendors and suppliers. The company has processed over 10 million entities for 100,000+ users across 120+ countries and is backed by Fin Capital, Vertex Ventures, and Point72 Ventures.
You will be the Managed Services Lead, owning the premium managed services portfolio for Certa's largest enterprise customers. Currently managing around 5 enterprise accounts and 3–5 solution engineers (both teams expected to grow significantly), you will be the single point of accountability for client relationships, delivery quality, processes, and team performance.
Key responsibilities include:
- Portfolio ownership: Maintain visibility across all managed services accounts, track client status against package entitlements (hours, ticket volume, SLA tiers), protect margins, and identify renewal and expansion risks early.
- Delivery operations: Own the complete ticket lifecycle—intake, triage, prioritization, assignment, and resolution. Define and enforce SLAs by severity level (P1–P4), conduct root-cause analysis on every breach, and run the weekly delivery rhythm.
- Client engagement: Lead transitions from implementation to ongoing support, conduct weekly health checks and calls, serve as primary escalation contact, and facilitate monthly and quarterly service reviews.
- Operating model development: Build the managed services playbook including intake processes, prioritization frameworks, severity definitions, runbooks, and response templates. Establish deployment guardrails for enterprise tenants (change requests, peer review, sandbox validation, release windows, rollback procedures).
- Team leadership: Hire, onboard, coach, and manage early-career solution engineers. Design a coverage model (shifts and on-call) across time zones that meets SLAs while preventing burnout.
- Cross-functional leadership: Bridge Product, Engineering, Customer Success, Account Management, and Sales. Report on key metrics: SLA compliance, MTTR, CSAT, backlog aging, and throughput.
Required experience: 5+ years in managed services, premium/production support, professional services, or technical program/project management in B2B SaaS or enterprise software. You must have a track record of owning enterprise customer relationships, including difficult conversations. Strong program management skills across multiple concurrent accounts are essential. Hands-on experience with ITSM and ticketing platforms (Jira, Zendesk, ServiceNow, or similar) is required, along with familiarity with enterprise SaaS and ERP ecosystems (SAP, Oracle, Workday, NetSuite). Direct people management experience is mandatory. You should communicate clearly with enterprise stakeholders, translate between technical and business contexts, and be comfortable with APIs, integrations, and no-code workflow configuration (no coding required). The ideal candidate demonstrates ownership, proactiveness, and curiosity.
Note: This role requires some overlap with US and UK business hours to maintain close customer relationships. Certa is remote-first with optional office locations in London, San Francisco, and Jaipur.
