NETSYNC

Customer Success Manager

• Coordinate onboarding and service transition activities for new managed services customers.
• Schedule and support internal and external kickoff meetings.
• Track onboarding tasks, milestones, and dependencies.
• Ensure customer documentation, workflows, and support configurations are completed and maintained.
• Identify and escalate onboarding risks or gaps to leadership.
• Support assigned customers by coordinating service-related requests and follow-ups.
• Assist with monitoring service performance against SLAs and KPIs.
• Help track recurring issues, escalations, and action items.
• Ensure timely and accurate customer communications related to service delivery.
• Assist in preparing Monthly and Quarterly Business Review (MBR/QBR) materials.
• Compile service performance data, ticket trends, and operational metrics.
• Maintain reporting templates and ensure consistency and accuracy.
• Document meeting notes, action items, and follow-ups.
• Act as a liaison between customers and internal delivery teams.
• Coordinate tasks across Service Desk, NOC, SOC, Engineering, and Project teams.
• Provide feedback on process gaps, documentation improvements, and customer experience issues.
• Support continuous improvement initiatives within Managed Services.

Customer Success Coordinator