NETSYNC

Customer Success Coordinator

NETSYNC

full-time

Posted on:

Location Type: Hybrid

Location: Dallas • Texas • United States

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About the role

  • 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.

Requirements

  • 2–4 years of experience in Customer Success, Service Delivery, Operations Support, or Managed Services.
  • Basic understanding of IT support operations (Service Desk, NOC, SOC).
  • Experience working in SLA-driven environments.
  • Familiarity with ticketing systems (Freshdesk or similar).
  • Strong written and verbal communication skills.
  • Excellent organizational skills and attention to detail.
  • Ability to manage multiple tasks, timelines, and stakeholders.
Benefits
  • Health insurance
  • Retirement plans
  • Paid time off
  • Flexible work arrangements
  • Professional development
Applicant Tracking System Keywords

Tip: use these terms in your resume and cover letter to boost ATS matches.

Hard Skills & Tools
IT support operationsSLA managementticketing systemsservice performance monitoringdata compilationreportingdocumentationonboarding coordinationservice transition activitiescustomer support
Soft Skills
communication skillsorganizational skillsattention to detailtask managementstakeholder managementrisk identificationproblem-solvingliaison skillscontinuous improvementcustomer experience focus