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Client Services#


  • Responsible for scheduling and resourcing of customer projects across
  • Responsible for keeping customers informed of project status and delivery schedules
  • Responsible for getting estimates and controlling overruns
  • Responsible for closing out projects and ensuring handovers are completed to BAU support staff
  • Responsible for delivery of project work for customers
  • Onboarding new customers to the platform
  • Ensuring customer success when using hosting services
  • Regular interactions with customers to build rapport and improve customer retention
  • Providing insights into the health and status of a customers use of products and services
  • Participation in client roadmap and architecture discussions
  • Evangelising feature requests of customers with Lagoon or Platform teams
  • Suggesting professional services engagements to customers
  • Responsible for customer health and relationships
  • Ensure the customer has adequate CDN and WAF capabilities in action for all environments
  • Coordination of any penetration tests
  • Monthly reporting including highlighting any traffic anomalies that warrant further investigation
  • Ensuring customer is aware of minimum monthly deployment recommendations for all environments


  • No sales or contract negotiations -> Sales
  • No IT tasks -> IT
  • No platform or Lagoon development & maintenance -> Lagoon & Platform
  • No first level support activities -> Support
  • No support of support tooling -> Support



  • Technical Account Manager
  • Customer Engagement Manager
  • Future role: Training/Onboarding Specialist

Current Staffing#