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SeniorFull-timeRust
Salary Range
$66,300 - $89,700 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are seeking a Network Operations & Customer Success Manager to lead the performance, reliability, and client experience of our Managed Services operations. This role bridges technical operations and customer success, ensuring that our infrastructure performs at the highest level while delivering exceptional value to our enterprise customers.
Key Responsibilities
- →Manage day-to-day network operations and infrastructure performance across managed services environments (RAN, Core, Backhaul)
- →Monitor network health using network monitoring tools, RMM platforms, and service desk systems
- →Lead incident management and escalation processes to resolve outages or service-impacting events
- →Ensure Service Level Agreements (SLAs) and operational performance metrics are consistently met or exceeded
- →Support capacity planning, performance optimization, and infrastructure scalability (5G expansion, IoT technology)
- →Oversee the delivery of IT and telecommunications managed services to enterprise clients
- →Improve operational processes related to service desk performance, ticket management, and incident resolution
- →Identify opportunities to automate operational workflows and improve service efficiency
- →Maintain compliance with security standards, operational procedures, and best practices
- →Act as the primary technical escalation point for enterprise clients
- →Lead client onboarding, service implementation, and operational transition processes
- →Conduct regular service reviews and quarterly business reviews (QBRs) with customers
- →Translate technical performance metrics into business-level insights and recommendations
- →Proactively identify risks to customer satisfaction, service performance, and contract renewals
- →Manage customer renewal cycles and contract retention efforts
- →Identify upsell and cross-sell opportunities within existing managed services accounts
- →Partner with Sales teams to develop service expansion proposals and technical solutions
- →Support revenue growth through strong customer engagement and long-term relationship building
- →Lead and mentor network operations engineers, technical support staff, and service delivery teams
- →Foster a culture of customer focus, operational excellence, and continuous improvement
- →Collaborate with internal teams including engineering, sales, operations, and vendors
Requirements
- ✓Prior business-to-business customer support experience
- ✓Strong knowledge base in IT infrastructure and telecommunications
- ✓Proven leadership experience
- ✓Tenacious customer-focused attitude
- ✓Experience with network monitoring tools and RMM platforms
- ✓Understanding of Service Level Agreements (SLAs)
- ✓Knowledge of security standards and operational procedures
- ✓Ability to manage and grow Managed Services portion of the business
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