Supports managed customers by analyzing network and packet-trace data, recommending configuration and troubleshooting actions, assisting deployments, and coordinating technical cases and status updates.
About this role
The Services Relationship Manager sits in the Service Relationship Management function and serves as the customer-facing owner for services and support in a cybersecurity business. The role connects customer stakeholders with service-delivery, support, partner, and sales teams, coordinating the relationship across the customer organization.
Day to day, the manager develops service and support plans, coordinates technical escalations and conference calls, tracks operational KPIs, and issues customer-facing updates. Responsibilities include setting account governance, addressing satisfaction issues, producing service-performance and 90-day reports, improving processes, and matching changing business needs to available service offerings. The role also supports renewals, service penetration, and upsell identification while maintaining executive relationships.
Applicants must have a bachelor’s degree or equivalent and an operational-excellence qualification such as ITIL, or relevant experience. The posting also requires analytical planning, clear communication, collaboration, adaptability, and relationship-building.
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