The Managed Services Customer Success Operations Manager (CSOM) plays a key role in supporting operational excellence across the Customer Success organization. This position is responsible for coordinating and executing critical post-sale and customer lifecycle processes, including change orders, renewals, billing inquiries, account updates, and partial terminations of service.
The CSOM partners cross-functionally with Sales, Solutions Engineering, Billing, Collections, Legal, and other internal stakeholders to ensure timely and accurate execution of customer requests. This role is also responsible for maintaining data integrity across systems, improving process efficiency, and supporting a seamless customer experience. Orders are currently processed via Epicor, and experience working within ERP-driven order workflows is highly preferred.
Key Responsibilities:Change Order Support
- Partner with Sales and Solutions Engineering teams to create and process change orders for Managed Services customers.
- Ensure all change order details are accurate, complete, and aligned with internal requirements and customer expectations.
- Support order processing workflows, which are currently managed through Epicor.
Renewal Process Support
- Proactively create renewal opportunities for customer accounts approaching contract expiration.
- Collaborate with MS Product team, leadership, Account Executives, Account Managers, and Solutions Engineers to support renewal strategy and execution.
- Help ensure renewals are tracked, documented, and processed in a timely manner.
Billing and Collections Support
- Assist Sales and Customer Success teams with complex billing and contractual inquiries.
- Serve as a liaison between internal customer-facing teams and Billing/Collections to help resolve issues efficiently.
- Support internal coordination to improve billing accuracy and customer communication.
Customer Data Management and Account Updates
- Manage customer account updates, including name changes, address changes, account consolidations, and alignment of billing account numbers (BANs) and purchase orders (POs).
- Coordinate with Legal on assignment letters and related documentation for mergers, acquisitions, and other ownership changes.
- Work with Billing and other internal teams to ensure customer changes are reflected accurately across all applicable systems.
- Support PO alignment efforts across multiple BANs to enable accurate billing and renewal processing.
Partial Termination of Service Support
- Create and manage opportunities and quotes for partial termination of service requests, with order processing currently completed in Epicor.
- Coordinate with Billing to determine applicable early termination fees.
- Facilitate customer approval and signature collection for termination-related documentation.
- Ensure that all related records, documentation, and system updates are completed accurately and on time.
Qualifications:- 1-2 years of experience in Customer Success, Sales Operations, Order Management, or a similar operational role within a technology, telecommunications, or data center environment.
- Strong working knowledge of CRM platforms such as Salesforce and ERP systems; Epicor experience strongly preferred.
- Experience supporting quoting, renewals, order processing, and customer account maintenance.
- Demonstrated ability to work across cross-functional teams, including Legal, Billing, Technical, Sales, and customer-facing organizations.
- Strong organizational, communication, and problem-solving skills with exceptional attention to detail.
- Ability to manage multiple priorities and execute effectively in a fast-paced environment.
- Experience with SharePoint, internal ticketing systems, and audit documentation is a plus.
Preferred Skills:- Working knowledge of Managed Services products and related customer lifecycle processes.
- Familiarity with sales order workflows and ERP-based order processing.
- Experience supporting partial terminations, billing adjustments, and early termination fee coordination.
- Ability to work independently and drive tasks through completion with minimal oversight.
What You'll Bring:
- A strong commitment to operational excellence and continuous process improvement.
- A collaborative, customer-first mindset with the ability to manage workflows that directly impact the customer experience.
- Strong analytical skills to interpret data, maintain accurate records, and support strategic renewal and account management efforts.
- A proactive approach to problem-solving and cross-functional coordination.
