Customer Success Coordinator (hybrid)

Customer Success Coordinator

The Customer Success Coordinator supports the delivery of excellent post-sales experience for Netsync Managed Services customers. This role focuses on coordinating onboarding activities, supporting ongoing service management, and ensuring customer-facing processes, reporting, and communications are executed consistently and accurately. The Customer Success Coordinator works closely with Customer Success Managers, Operations, Service Desk, NOC, SOC, and Engineering teams to ensure customers are supported effectively in a 24x7 managed services environment.

Key Responsibilities

• 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