CyberSheath

Customer Success Manager

• Act as the single point of accountability for a portfolio of managed service customers
• Own customer relationships, retention, and customer experience
• Manage onboarding, corrective action plans, technology rollouts, environment builds, and other technical projects
• Coordinate technicians and internal teams to keep work on task and on time
• Use and improve project workflows and playbooks
• Identify issues early, propose mitigation paths, and escalate with clarity
• Build relationships across technical, operational, and executive customer organizations
• Conduct structured quarterly business reviews, track KPIs, and communicate outcomes, progress, and risks
• Use dashboards and data such as ticket queues, backlog, VIP activity, and escalations to prioritize work
• Identify upsell opportunities and ensure contract renewals
• Hold internal teams accountable to deadlines and service standards

Explore Customer Success Manager at CyberSheath. Review requirements and application details.

General

• Coordinate schedules of remote and field technical resources
• Create and assign service requests received by phone, email, or other means
• Escalate support tickets involving computer desktop and network troubleshooting
• Organize technician schedules for efficiency and productivity
• Keep customers informed of incident progress and notify them of impending changes or agreed outages
• Serve as the point of contact for clients for all types of service requests
• Monitor open service tickets and escalate requests as necessary to meet customer SLAs
• Report IT Support resource utilization and successful completion of service requests
• Ensure prompt entry of time and expenses
• Support end-users with same-call resolution activities, such as password resets, where applicable
• Perform additional duties as assigned

Explore Service Dispatch Coordinator at CyberSheath. Review requirements and application details.