Skyline is on the lookout for a Customer Success Manager to join our vibrant, engaging and growing team in Texas. Take your talents to a whole new level while providing important and meaningful contributions to our organization.

Core Responsibilities:

Responsible for maintaining and managing client relationships from inception through termination ensuring customer satisfaction and growth

  • Partner with BD team:
    • Proposals, Quotes, and PO management
    • Advocate for As a Service engagements

Responsible for establishing partnerships with Internal Directors and Delivery Teams for customer success

  • PMO
  • ITSM
  • Operations
  • NOC

Partner with Project Managers from initiation through project completion

  • Project performance and status reporting
  • Costing
  • Executing account plans
  • Establishing project cadence
  • Ensuring SOWs are met and milestones achieved

Represents the customer, advocating for the customer internally at Skyline ensuring all customer deliverables, SLAs, and milestones are successfully achieved by collaborating with;

  • O&M Manager
  • Program/Project Manager
  • ITSM
  • Product
  • BD

Reporting responsibilities re: customer project milestone successes and failures

  • Internally for Skyline Internal Directors and Stakeholders
  • Externally for Customer stakeholders

Meet onsite with client staff to improve Customer Satisfaction and understand technology problems and areas for improvement

  • Represent Information Technology Division (ITD) with all customer communication
  • Develop relationships with key individuals within the Districts to act as the single point of contact for customer escalations for ITD
  • Collect operational pain points for ITD Services (Business Network, Traffic Network, Infrastructure, Applications)
  • Collaborate with internal Skyline teams (Engineers, PM, Team Leads, etc) to determine root cause of technical problems
  • Task and manage resources and partners to resolve process or technical problems
  • Communicate status to client management and Service Providers on the customer experience and identified problem areas

Partner with BD

  • Account growth
  • Determine project client revenue forecast/projections
  • Client profiling

Education and Experience Requirements

  • 2-5 years experience in an IT related customer facing role
    • Account Management experience a plus
  • CCTV systems experience a plus
  • Project Management knowledge/experience a plus
  • BS preferred, not required
  • Working knowledge of Skyline service offerings which include:
    • Video interoperability, CCTV systems
    • Network architecture and appliances
    • Cloud engineering
    • Application development
  • The candidate should have some background in working directly with technical resources (technicians, engineers, developers) in a team-based environment.
  • Experience working with Program/Project Managers in matrix environments
  • Moderate level MS Office knowledge is required for basic reporting and documentation purposes.

About Skyline

Skyline is a full-service IT integrator, enterprise solutions provider, and product development organization headquartered in Maryland and serving clients throughout North America. 

Our mission is to enrich the lives of those we serve, while passionately creating solutions to complex problems. We strive to co-create value with employees, customers, partners, and our community in every interaction. 

We establish trusting relationships through capability, commitment, and consistency. We openly communicate, deepening relationships through mutual trust, respect, and grace; even in times of adversity. 

If you are looking to work for a company that cares deeply about its employees and clients, if you’re inspired by our mission and values, if you want to further develop yourself and others, please apply today!