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Core Competencies
Role fitCore Competencies
Use this summary to align your resume positioning with the role.
Demonstrates strong customer service orientation and organizational skills while effectively managing multiple customer accounts and service delivery tasks. Proficient in maintaining accurate records and facilitating communication across technical and operational teams.
Highest-signal resume keywords
Customer Service OrientationOrganizational SkillsServiceNowCloud TechnologiesIT Service Management
ATS Keywords
Tailor your resumeApplicant Tracking System Keywords
Tip: use these terms in your resume and cover letter to boost ATS matches.
Hard Skills
Customer OnboardingService Delivery CoordinationDocumentation ManagementTask TrackingService Metrics Review
Soft Skills
Clear CommunicationRelationship BuildingAttention to DetailFollow-Up SkillsProblem-Solving
Tools & Technologies
ServiceNow
Industry Keywords
Managed ServicesCSP ServicesCustomer RetentionEscalation ManagementService Improvement
Tech Stack
Tools & technologiesCloudITSMServiceNow
About the role
Key responsibilities & impact- Complete onboarding of new Managed Services customers and coordinate internal activities
- Deliver internal and customer kickoff meetings as appropriate
- Collect and maintain customer information, contacts, documentation, and service details
- Track onboarding tasks through completion and escalate delays or risks
- Serve as day-to-day service delivery contact for assigned customers
- Monitor service issues, requests, and escalations and coordinate timely resolution
- Maintain regular customer communication and build trusted customer relationships
- Set expectations regarding service delivery, ownership, timelines, and next steps
- Prepare meeting agendas, capture action items, and complete follow-up activities
- Maintain accurate customer records in ServiceNow and other required systems
- Track tasks, review service delivery metrics, and coordinate billing, licensing, consumption, and service questions
- Monitor renewals, coordinate renewal activities, track risks, and support customer retention
- Identify customer needs and potential service opportunities and route them to Sales or technical resources
- Identify recurring issues and process gaps and participate in service improvement activities
- Apply lessons learned and established best practices across assigned accounts
Requirements
What you’ll need- 1-3 years of relevant experience
- Associate's degree or equivalent work experience and/or military experience
- Strong customer service orientation and desire to build customer relationships
- Strong organizational and follow-up skills
- Ability to manage multiple customers, tasks, and priorities simultaneously
- Clear and professional written and verbal communication
- Ability to work effectively across technical, operational, sales, and customer teams
- Ability to identify when an issue requires escalation and engage appropriate resources
- Strong attention to detail and commitment to maintaining accurate customer records
- Ability and willingness to learn cloud technologies, CSP services, IT service management, and managed services operations
Benefits
Comp & perks- Equal Opportunity Employer
- Reasonable accommodations for individuals with disabilities
- Protected veteran priority referral consideration
- Inclusive workplace committed to hiring candidates from all backgrounds