Intercept

Customer Success Manager

• As a Customer Success Manager, you’ll be part of our DevOps team.
• You manage customer expectations and take a proactive approach toward our clients.
• You anticipate (potential) issues and provide hands-on support to help guide clients successfully.
• You work closely with your technical teammates, with whom you share customer feedback directly.
• Managing customer relationships and expectations.
• Ensuring a smooth onboarding process for new customers.
• Informing clients of new developments, tools, or industry changes that may impact our services.
• Monitoring customer needs and translating them into specific goals that you and the customer work toward together.
• Setting clear goals for customer retention and identifying opportunities for up-selling and cross-selling our services.
• Identifying and discussing results to justify and promote our services, including our Managed Services.
• Leading efforts to measure customer satisfaction via surveys and actively contributes to optimizing the customer journey.
• Assessing complaints and issues, managing escalations, and improving service use and customer experience.
• Overseeing the delivery of promised managed services by monitoring progress, tracking key commitments, and reporting on performance.

IT Customer Success Manager

Cloud Engineer

• Resolve medium to complex incidents and perform root cause analysis
• Act as an escalation point for junior engineers and customer care teams
• Proactively identify and remediate recurring issues
• Enhance monitoring configurations and address performance bottlenecks
• Participate in on-call and escalation duty rotations
• Participate in team learning sessions, technical discussions, and Agile ceremonies (daily stand-ups, sprint planning, reviews, retrospectives)
• Perform health checks and performance assessments of Azure environments
• Create and review customer insight and operational reports
• Prepare and lead operational review meetings with customers
• Maintain and continuously improve documentation for configurations, processes, and incident resolutions
• Identify trends and provide proactive recommendations to improve customer environments and ways of working

Azure Engineer

• Resolve medium to complex incidents and perform root cause analysis.
• Act as an escalation point for junior engineers and customer care teams.
• Proactively identify and remediate recurring issues.
• Enhance monitoring configurations and address performance bottlenecks.
• Participate in on-call and escalation duty rotations.
• Participate in team learning sessions, technical discussions, and Agile ceremonies (daily stand-ups, sprint planning, reviews, retrospectives).
• Perform health checks and performance assessments of Azure environments.
• Create and review customer insight and operational reports.
• Prepare and lead operational review meetings with customers.
• Maintain and continuously improve documentation for configurations, processes, and incident resolutions.
• Identify trends and provide proactive recommendations to improve customer environments and ways of working.