Note: The job is a remote job and is open to candidates in USA. Yorktel is a leading video managed services partner with over 35 years of experience. They are seeking a Customer Success Manager to ensure the successful delivery and performance of managed services, drive customer satisfaction, and maintain strong relationships with clients.
Responsibilities
- Serve as the primary customer liaison, maintaining open, transparent, and strategic communication at all levels
- Conduct regular customer touchpoints including weekly service calls, monthly service reviews, and quarterly QBRs/EBRs
- Develop strong customer relationships that drive satisfaction, retention, and long-term value realization
- Understand customer business objectives and align service delivery to support those outcomes
- Capture, analyze, and act on customer feedback through structured mechanisms such as CSAT and NPS
- Own end-to-end service delivery for assigned accounts, ensuring all services meet contractual SLAs, KPIs, and performance expectations
- Monitor active incidents and service requests, identifying in-day SLA risks and initiating corrective actions to prevent breaches
- Coordinate prioritization and progression of incidents, service requests, and escalations across Service Desk, TAM, and onsite teams
- Act as the operational escalation point for critical or high-impact service issues, ensuring timely resolution and clear communication
- Ensure effective coordination of onsite dispatch activities, third-party support, and internal resources to resolve service issues
- Maintain visibility into service backlog, ticket aging, and operational risks, driving actions to improve service performance
- Oversee incident management processes, ensuring issues are prioritized appropriately and resolved within SLA targets
- Lead coordination of major incidents, including cross-functional response and customer communication
- Drive problem management activities, ensuring root cause analysis (RCA) is completed and corrective actions are implemented
- Govern change management processes, ensuring planned maintenance, upgrades, and changes are properly coordinated and communicated
- Coordinate MACD requests and planned service activities in alignment with customer expectations and operational readiness
- Own SLA and KPI performance tracking, including daily monitoring, weekly review, and monthly reporting
- Produce and deliver monthly contractual service reports including performance metrics, trends, risks, and improvement actions
- Analyze service data to identify patterns, recurring issues, and opportunities for optimization
- Maintain accurate service data across systems including asset records, configurations, and service documentation
- Ensure all service activities comply with contractual obligations, ISO standards, ITIL practices, and internal governance frameworks
- Develop and manage Service Improvement Plans (SIPs) and Continuous Service Improvement (CSI) initiatives
- Maintain Service Management Plans (SMPs), risk registers, and governance documentation
- Conduct regular reviews of service performance and implement corrective and preventive actions
- Support security, access, and compliance audits as required
- Manage supplier and third-party performance against agreed SLAs and contractual obligations
- Coordinate supplier engagement during incidents, escalations, and planned service activities
- Track supplier performance and escalate issues to ensure service continuity and quality
- Partner with Account Management and Sales to support renewals, expansions, and service growth opportunities
- Provide account insights, service performance data, and recommendations to support commercial decision-making
- Support development of Statements of Work (SOWs) and customer-specific service solutions
- Identify and proactively manage commercial risks related to service delivery
- Provide leadership and direction across cross-functional delivery teams including Service Desk, TAM, and onsite personnel
- Ensure alignment of all teams toward service priorities, SLA performance, and customer expectations
- Support oversight of onsite teams in coordination with CSM I, ensuring alignment between onsite execution and service objectives
- Act as the internal point of coordination for service delivery activities, escalations, and operational decisions
Skills
- Strong leadership with a customer-centric mindset and a proven ability to influence Director/VP-level stakeholders
- Excellent communication, negotiation, and presentation skills — able to convey technical concepts in business terms
- Analytical mindset with the ability to interpret raw data and produce actionable customer-facing insights and reports
- Deep understanding of service delivery KPIs, SLAs, and operational performance metrics
- Experience with ITSM platforms (e.g., ServiceNow) and ITIL-based service management processes
- Technical comprehension of audiovisual, unified communications, and collaboration platforms (Teams, Zoom, Webex)
- Ability to work independently, manage multiple priorities simultaneously, and perform under pressure
- Strong vendor and third-party supplier management experience
- Proficiency in Microsoft Office Suite (Excel, PowerPoint, Word, Outlook)
- 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
- ITIL certification (V3 Foundation or ITIL 4) — strongly preferred
- Microsoft 365, PMP, or other relevant certifications are a plus
Benefits
- Excellent salary and benefits package, including 401k and Flex 125 plans
Company Overview