Harbor IT

Customer Success Manager

• Serve as the main point of contact for clients and navigate products and services
• Track measurable client objectives
• Conduct regular Executive Business Reviews (EBRs) with key stakeholders
• Lead new clients through onboarding
• Act as a subject matter expert on service delivery and current solution offerings
• Own the renewal process to maximize contract value
• Proactively manage at-risk profiles with Quality Improvement Plans (QIPs)
• Identify white-space expansion opportunities to drive additional revenue
• Manage NPS campaigns and capture client feedback
• Identify promoters for case studies
• Conduct in-depth reviews of client concerns
• Collaborate across internal teams to guide clients from sales handover through onboarding, service optimization, and ongoing expansion
• Drive positive business outcomes and long-lasting partnerships

Client Success Manager

Project Manager

• Own project delivery across a portfolio of concurrent professional services engagements, including infrastructure deployments, cloud migrations, and modern work implementations
• Drive project initiation, scoping validation, scheduling, resource coordination, risk management, and formal closure
• Serve as the primary client point of contact throughout delivery, setting cadence, communicating status, managing expectations, and escalating delivery risks
• Monitor project budgets and hours against approved SOWs, flag scope variance, and manage change orders to protect gross margin
• Coordinate Harbor IT engineers, solutions architects, third-party contractors, subcontractors, and vendor resources
• Maintain project data in ConnectWise Manage, including time entries, phases, task status, milestones, and billing triggers
• Produce project plans, meeting notes, status reports, risk logs, and post-project closure summaries
• Collaborate with peer PMs and the PMO to standardize processes, templates, and tooling
• Partner with solutions architects and account managers at kickoff to validate scope, identify risk, and ensure pre-sales-to-delivery handoff
• Escalate resource gaps, technical blockers, and client satisfaction concerns to practice leadership

Senior Project Manager

Collections

• Own the portfolio of customer accounts and ensure timely collection of all outstanding balances.
• Conduct high-volume outbound collection calls and emails each day.
• Contact customers via phone, email, or mail to notify them of past-due balances and encourage prompt payment using strong negotiation and de-escalation skills.
• Monitor accounts receivable to identify and escalate overdue accounts or delinquent payments.
• Analyze account information, identify issues, and recommend practical resolution options.
• Identify root causes of recurring collection issues and recommend process improvements.
• Investigate billing discrepancies, resolve customer disputes, and address complaints.
• Maintain detailed account histories and collection notes in NetSuite.

Collections Specialist

Manager

• Oversee the full billing cycle for recurring, project-based, and hardware-as-a-service revenue streams.
• Ensure invoices are accurate, compliant with contract terms, and issued within defined SLAs.
• Partner with Sales Ops and Service Delivery to validate billable milestones, contract renewals, and change orders.
• Maintain master data integrity for billing schedules, rates, and customer information.
• Review and approve complex or high-value invoices.
• Establish, document, and continuously improve standard operating procedures for invoicing.
• Ensure consistency across billing systems (e.g., NetSuite, ConnectWise, VersaPay, etc.).
• Collaborate with the Controller and Finance team to ensure alignment with GAAP revenue recognition policies (ASC 606).
• Support external and internal audits by providing invoice documentation and reconciliations.
• Manage month-end billing cutoffs to align with financial close timelines.
• Drive automation and efficiency in the invoicing process through better use of ERP and billing tools.
• Identify and implement improvements in billing workflow, approvals, and recurring revenue setup.
• Collaborate with IT and Finance Systems teams to improve data flow between PSA, CRM, and ERP platforms.
• Support system upgrades, testing, and implementation of new billing functionalities.
• Partner with Sales Operations to ensure contracts and orders are set up correctly at inception.
• Work with Service Delivery and Project Management to track completion milestones and billing triggers.
• Collaborate with Accounts Receivable to support timely collections and resolve customer billing disputes.
• Coordinate with Finance to align invoicing data with financial forecasts and reporting.
• Lead and develop a team of billing specialists or coordinators.
• Set clear expectations for accuracy, timeliness, and accountability.
• Foster a customer-first culture while maintaining operational discipline.
• Providing training and development to improve team capabilities and process understanding.

Invoicing Manager

Threat Intelligence Specialist

• Monitor, triage, investigate, and resolve security events and incidents within established client service-level agreements.
• Perform advanced analysis across SIEM, EDR, IDS/IPS, firewall, DNS, identity, cloud, operating system, application, and database telemetry.
• Lead or support incidents through the full incident response lifecycle, including preparation, identification, analysis, containment, eradication, recovery, and post-incident improvement.
• Correlate network, endpoint, identity, and log evidence to determine attack scope, impact, root cause, and recommended remediation.
• Recognize common attack techniques and provide practical containment and remediation guidance appropriate to the affected environment.
• Serve as the first escalation point for junior analysts, providing a second review of investigations, validating conclusions, and coaching analysts through complex decisions.
• Advise on alert tuning, detection quality, false-positive reduction, rule logic, thresholds, suppression criteria, and documentation improvements with the Detection Engineering Team.
• Communicate directly and professionally with clients by telephone, email, and meetings, clearly explaining security findings, risk, business impact, response options, and next steps.
• Escalate high-severity or high-impact incidents according to process and exercise sound judgment when available data is incomplete.
• Create and improve investigation notes, client-facing incident communications, detection logic, procedures, and knowledge-base content.
• Remain current on threat actor behavior, vulnerabilities, exploits, defensive techniques, and relevant changes in the threat landscape.
• Participate in a rotating on-call schedule of two weeks on call followed by four weeks off. Employees receive an additional 10% compensation during scheduled on-call periods.
• Serve as a voice of authority during the SOC Manager’s absence.

Senior Cyber Threat Analyst

Platform Engineer

• Co-own and maintain multiple Golang applications forming the core of our MDR platform
• Maintain and enhance a high-performance log analytics engine analyzing events from thousands of sources across hundreds of customers
• Maintain and enhance programs that transform engine output into actionable intelligence for SOC analysts
• Maintain and enhance a multi-tenant cluster of servers that receive, buffer, and feed syslog-formatted logs to the engine
• Maintain and enhance a cross-platform syslog agent that feeds syslog-formatted logs to the engine
• Build and maintain a cross-platform security agent that provides visibility into and secures customer endpoints and servers
• Make architectural decisions for various applications supporting the business
• Influence technical design discussions and code reviews
• Mentor and guide other development team members
• Facilitate knowledge transfer during any transitionary periods; assisting with training and hiring as needed
• Develop and maintain internal SOPs and best practices for software development
• Collaborate with cross-functional teams to define, design, and ship new features

Client Success Manager

Senior Project Manager

Collections Specialist

Invoicing Manager

Senior Cyber Threat Analyst

Principal Software Engineer, MDR Platform