Customer Success Coordinator (Hybrid)

Role Summary

Key Responsibilities

Customer Onboarding & Transitions

• 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.

Ongoing Customer Support & Service Coordination

• 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.

Reporting & Business Reviews

• 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.

Internal Collaboration & Process Support

• 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.

Required Qualifications

• 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.

Preferred Qualifications

• Experience in an MSP or enterprise IT services environment.
• Exposure to ITIL or service management practices.
• Experience supporting 24x7 operations.
• Comfortable working with both technical teams and customer-facing stakeholders.

Success Metrics

• Timely and accurate onboarding coordination
• Quality and consistency of customer reporting
• Follow-through on action items and escalations
• Internal stakeholder satisfaction
• Contribution to improved customer experience and retention