About Client:
The client has helped several companies build next-generation healthcare products, platforms, and digital health systems that are driving transformative change. With its proven track record in the healthcare and health tech markets combined with its strong understanding of disruptive technologies, it can be the engineering partner that helps you create future-ready solutions that provide you with a competitive edge.

Salary : 40k/Month

Job Description:
Roles and Responsibilities:

• Quarterback optimal end-user product experience, fielding technical problem/incident resolution in a timely manner for all sustain issues that may arise.
• Properly report sustain status to business and program leadership in the required frequency. Reporting to include System Stability and Usage Statistics, as well as updates on the Change Request Backlog.
• Through your team, ensure all relevant SLAs are met, including but not limited to: uptime, system performance, defect resolution and nightly data pipeline completion.
• Act as the single point of contact for any and all sustain related items for Product & Market Leaderhip, building a strong working relationship.
• For future Product deployments, size / establish required sustain organization (adding team and resources to current sustain organization) and manage transition to sustain to properly support business during and after Hypercare
• Interface with Product, Service Design, IT, Data Engineering and Data Science regarding customer/end-user feedback to shape future product roadmap and help drive adoption.
• Own the Market Change Request backlog and work with Product Managers to review, approve, prioritize and schedule ongoing improvements
• Establish post-deployment adoption activities to closely monitor the technical health and performance of digital products
• Develop a trusted advisor relationship with Product Owners, Technical Program Managers, Software Reliability Engineering teams, and business stakeholders
• Identify and implement key incident prediction and prevention opportunities to drive faster mean-time-to-resolution
• Frequent communication with program leadership to sustain and shape product lifecycle, and requires to nimbly switch between strategic and tactical initiatives to achieve technical, and business goals
• Execute IT Service Management (ITSM) processes and interact with ServiceNow, Terraform, Octopus, AKS, Python, AppDynamics/Datadog/ELK Stack, Pager Duty or other AIOps toolsets
• 8 years of work experience, or 3-5 years of experience as a Sustain Lead / Customer Success Manager, either in Client industry or with a Top-Tier consulting firm
• The ideal Customer Success Manager will be highly quantitative, have great judgment, able to connect dots across workstreams, and efficiently work cross-functionally across teams to ensure software is meeting customer/end-user expectations
• The Customer Success Manager will take a pragmatic approach resolving software incidents, including the ability to triangulate root causes and work effectively with external and internal teams to meet objectives.
• Exceptional business relationship skills including the ability to communicate effectively both internally and externally. You can communicate complex technical data to a non-technical person in a concise, clear, and easily understood manner.
• A firm understanding of SRE (Software Reliability Engineering) and IT Service Management (ITSM) processes with a track record for monitoring and triaging software incidents. You recognize the difference between resolving incidents and providing a seamless customer/end-user experience.
• Experience in leading high-performing teams
• Deep hands-on technical expertise, excellent verbal and written communication skills
• Sharp analytical abilities and proven process engineering skills

About ApTask:
Join ApTask, a global leader in workforce solutions and talent acquisition services, as we shape the future of work. We offer a comprehensive suite of offerings, including staffing and recruitment services, managed services, IT consulting, and project management, providing unparalleled opportunities for professional growth and development. As a member of our dynamic team, you'll have the chance to connect businesses with top-tier professionals, optimize workforce performance, and drive success for our clients across diverse industries. If you are passionate about excellence, collaboration, and innovation, and aspire to make a meaningful impact in the world of work, come join us at ApTask and be a part of our mission to empower organizations to thrive.

Applicants may be required to attend interviews in person or by video conference. In addition, candidates may be required to present their current state or government issued ID during each interview.

Candidate Data Collection Disclaimer:
At ApTask, we prioritize safeguarding your privacy. As part of our recruitment process, certain Personally Identifiable Information (PII) may be requested by our clients for verification and application purposes. Rest assured, we strictly adhere to confidentiality standards and comply with all relevant data protection laws. Please note that we only collect the necessary information as specified by each client and do not request sensitive details during the initial stages of recruitment.

If you have any concerns or queries about your personal information, please feel free to contact our recruitment team at businessexcellence@aptask.com .