Customer Success Consultant managing National Accounts for Southern Glazer's, focusing on customer service and compliance. Building relationships and understanding digital needs of clients in beverage distribution.
About the role
- Customer Success Coordinator facilitating onboarding and support for managed services customers. Collaborating with internal teams to ensure service delivery excellence in a 24x7 environment.
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.
- 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.
- 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.
- 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.
Requirements
- 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.
Benefits
- Health insurance
- Retirement plans
- Paid time off
- Flexible work arrangements
- Professional development
Job title
Job type
Experience level
Salary
Not specified
Degree requirement
No Education Requirement
Location requirements
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