About this role

Ensure the successful delivery, performance, and continuous improvement of managed services and technical support for assigned customers.
Act as the primary point of contact and trusted advisor, driving customer satisfaction, retention, and long-term value realization.
Oversee service performance against contracted SLAs and KPIs, lead escalations, analyze operational data, and collaborate with internal teams.
Maintain strong customer relationships and ensure contractual and regulatory compliance.
Identify opportunities for service enhancement and account growth.

ITIL certification (V3 Foundation or ITIL 4) — strongly preferred
5+ years in Managed Services, Technical Services, Customer Success, Service Delivery, or Program Management
Experience in audiovisual, UCC, or enterprise collaboration environments
BA/BS in Management, Engineering, or related field — or equivalent professional experience.
Microsoft 365, PMP, or other relevant certifications are a plus.

Customer Success Manager

Key skills