Senior IT Customer Success Lead, Enterprise Apps

Rosendin; San Jose (CA); On-site; USD 112,000 - 147,000; Full time

Benefits offered by this job

ESOP - Employee Stock Ownership

401 K

Annual bonus program

17 PTO days

Paid holidays

Paid sick leave

Bereavement leave

Jury Duty

Medical, Dental, Vision Insurance

Charitable Giving Match

Job summary

Rosendin is seeking a Sr. IT Customer Success Specialist - Enterprise Application in San Jose, CA. The role focuses on serving as the primary liaison between IT Enterprise Applications and business users to ensure seamless, reliable enterprise systems across the organization.

Key responsibilities include triaging tickets, translating business needs into requirements, monitoring performance, and coordinating UAT for updates and patches. Strong collaboration with IT and business teams is essential.

Qualifications

• Minimum of 5+ years experience in IT customer success, enterprise application support, or a related role.
• Bachelor's Degree in Information Technology, Computer/Information Science, or related discipline.
• Can be a combination of education, training, certifications and relevant experience.

Responsibilities

• Serve as the primary liaison between the IT Enterprise Applications team and business users, ensuring enterprise systems deliver a seamless, reliable experience.
• Triage, prioritize, and manage support tickets related to enterprise applications, ensuring timely resolution.
• Translate business needs into functional requirements with IT teams.
• Monitor system performance and user adoption, identifying areas for improvement.
• Conduct regular check-ins and satisfaction reviews with key stakeholders.
• Develop and maintain user training materials, FAQs, and knowledge base documentation.
• Facilitate user acceptance testing (UAT) for system updates and new features.
• Coordinate with vendors and internal teams to resolve escalated issues.
• Track and report on customer satisfaction metrics and system health.
• Identify recurring pain points and recommend improvements.
• Assist in onboarding new users and departments onto enterprise platforms.

Skills

Customer focus

Communication

Problem solving

Teamwork

Education

Bachelor's Degree in IT or related

Tools

Workday

Oracle

Salesforce

ServiceNow

ERP / HRIS

Job description

Rosendin is seeking a Sr. IT Customer Success Specialist - Enterprise Application in San Jose, CA. The role focuses on serving as the primary liaison between IT Enterprise Applications and business users to ensure seamless, reliable enterprise systems across the organization.

Key responsibilities include triaging tickets, translating business needs into requirements, monitoring performance, and coordinating UAT for updates and patches. Strong collaboration with IT and business teams is essential.