Responsibilities
- Serve as the primary point of contact for assigned managed services customers, owning the overall relationship and success plan
- Develop and maintain customer success plans aligned to contracted services, business objectives, and desired outcomes
- Lead regular customer touchpoints (QBRs, monthly check-ins, service reviews) focused on value realization and performance
- Act as a trusted advisor, helping customers optimize usage and outcomes from managed services
- Partner closely with managed services delivery, operations, and support teams to ensure consistent, high-quality execution of managed services
- Monitor service performance against SLAs, KPIs, and contractual commitments
- Proactively identify risks to delivery, adoption, or satisfaction and drive mitigation plans
- Coordinate escalations and ensure timely resolution of issues impacting customer experience
- Drive adoption of managed services offerings and best practices to maximize customer outcomes
- Identify expansion and upsell opportunities in partnership with Sales and Account Management (CS qualified leads)
- Support renewal processes by demonstrating realized value and service performance
- Advocate for customer needs internally to influence service enhancements and roadmap priorities
- Track and report on customer health, service metrics, and success outcomes
- Leverage customer feedback, usage data, and performance trends to drive continuous improvement
- Contribute to the development of scalable processes, playbooks, and best practices for managed services CS
- Maintain accurate customer records and activity tracking in CRM (e.g., Salesforce, Gainsight)
Requirements
- Customer Value & Relationship Management
- Service Delivery Oversight
- Adoption, Retention & Growth
- Data, Reporting & Continuous Improvement
