About the role

Certa is the AI-first third-party operating system. Enterprises, from the Fortune 500 to fast-
growing startups, use our no-code platform to onboard, assess, and monitor their vendors,suppliers, and partners across risk, compliance, and ESG. We have processed over 10 million entities for 100,000+ users across 120+ countries, and are backed by Fin Capital,Vertex Ventures, and Point72 Ventures.

Several of our largest enterprise customers buy a premium managed services package: a
dedicated pod of Certa solution engineers who handle their day-to-day tickets, configuration changes, and platform requests. The engineers are largely early-career, and today no single person runs the program across these accounts. Client cadence is inconsistent, prioritization varies by account, deployment guardrails are light, and no one owns the team's workload.

This role fixes that. You will be the project manager and delivery lead for the managed
services portfolio: today around 5 enterprise accounts and a team of 3 to 5 solution
engineers, both set to grow significantly as we scale the offering. You own the client
relationships, the quality bar, the processes, and the people. You are building this function, not maintaining an existing one.

What you will own

• Act as the single owner and project manager across all managed services accounts,with a clear view of every client's status at any time.
• Own the transition of new clients from implementation into managed services, and ramp each account onto a consistent support model.
• Run the delivery rhythm end to end: ticket intake, triage, prioritization, assignment, and resolution across all accounts.
• Define and hold SLAs by severity (P1 to P4) for response and resolution, and run root-cause analysis on every breach.
• Hold weekly calls and regular health checks with each customer, and act as the primary point of contact for escalations.
• Lead monthly and quarterly service reviews covering delivery, risks, and next steps.
• Build the managed services playbook: intake, prioritization, severity definitions,runbooks, and response templates.
• Put deployment guardrails in place for enterprise tenants: change requests, peer review, sandbox validation, release windows, and a rollback plan for every change.
• Own the team end to end: hiring, onboarding, coaching, and performance management for the solution engineers, most of whom are early in their careers.
• Design the coverage model (shifts and on-call across time zones) and balance workload so the team meets its SLAs without burning out.
• Manage each account against its package entitlements (hours, ticket volume, SLA tier): track consumption, protect margin, and flag renewal risk and expansion early.
• Be the bridge to Product and Engineering on escalations, bugs, and roadmap input,and to Customer Success, Account Management, and Sales on renewals and growth.
• Build and report the metrics that matter: SLA compliance, MTTR, CSAT, backlog and ticket aging, and throughput.

What success looks like

• CSAT of 95% or higher across the managed services book.
• Gross retention of the managed services portfolio at or above 95%, with healthy, referenceable accounts.
• A stable, scalable operation: backlog and ticket aging under control, a coverage model that holds, and a team that is not burning out.

What we are looking for

• 5+ years in managed services, premium or production support, professional services,or technical program and project management, within B2B SaaS or enterprise software.
• A track record of owning enterprise customer relationships, including the difficult conversations.
• Strong end-to-end project and program management across multiple accounts at once, without dropping threads.
• Hands-on with ITSM and ticketing platforms (Jira, Zendesk, ServiceNow, or similar) to run the desk, plus familiarity with the enterprise SaaS and ERP ecosystem (SAP,Oracle, Workday, NetSuite) that clients integrate with.
• Direct people-management experience: hiring, coaching, and performance-managing support or delivery teams, including across time zones.
• Clear communication with enterprise stakeholders, and the ability to translate between technical detail and business impact.
• Comfort with technical concepts such as APIs, integrations, and no-code workflow configuration. You do not need to write code.
• Ownership, proactiveness, and curiosity. You pick up what falls through the cracks, act on problems before they escalate, and dig into how things actually work.

Bonus:
TPRM, GRC, risk, compliance, or fintech experience, or having built a support
or managed services function from scratch.

Location
Jaipur, India (hybrid), with some overlap with US and UK business hours to stay close to
enterprise customers.