General Purpose:

The Service Manager serves as the primary post-sale operational contact for assigned customers, with responsibility for coordinating service-related activities, managing issue intake, and proactively identifying customer risks. This role ensures customer requests are appropriately assessed, prioritized, and routed to the correct internal teams while maintaining clear communication, accountability, and follow-through until resolution.

Working closely with Account Management, Support, and other cross-functional teams, the Service Manager helps drive service stability, operational excellence, and a positive customer experience. The role is responsible for monitoring customer health, facilitating timely escalation of issues, and ensuring customers receive proactive support throughout their lifecycle. By maintaining strong operational oversight and fostering effective collaboration across the organization, the Service Manager plays a critical role in customer retention, satisfaction, and long-term success.

Direct Reports:

No

Essential Duties and Responsibilities:

Customer Relationship Oversight

• Support operational oversight for assigned customer accounts
• Build trust with customers through responsiveness, coordination, and follow-through on operational requests
• Maintain appropriate communication with customers regarding operational requests, service updates, and issue progress
• Hold clear, honest conversations regarding service performance and risk

Operational Coordination

• Serve as the primary intake point for customer operational requests and coordinate routing to the appropriate internal teams (support, billing, service delivery, or other functions)
• Track progress and maintain accountability through resolution
• Maintain accurate account notes and activity records

Customer Monitoring and Escalation

• Monitor accounts for signals of dissatisfaction, instability, or service friction and escalate concerns as appropriate
• Document and escalate customer risk signals using defined internal processes
• Participate in executive and cross-functional escalation forums as required

Cross Functional Collaboration

• Coordinate with Account Management on renewal timing and commercial context
• Contribute to risk registers and renewal forecasting
• Partner closely with cross functional teams
• Provide concise, fact-based updates to leadership

Other Responsibilities:

• Timely intake and coordination of customer operational requests.
• Early identification and escalation of material customer risk
• Clear and consistent communication with customers and internal teams
• Strong documentation and operational discipline
• Customer confidence that requests are being handled with ownership and follow-through

Required Qualifications:

Education & Experience:

• High school diploma or equivalent.
• Demonstrated experience owning post-sale customer relationships.
• Experience coordinating across multiple internal teams (e.g., technical support, engineering, implementation) to drive resolution and accountability.

Knowledge, Skills, & Abilities:

• Proven ability to identify, assess, and escalate customer risk early, including comfort with difficult or high-stakes conversations
• Strong relationship ownership skills, including the ability to build trust through accountability, transparency, and follow-through
• Working understanding of modern managed services environments, including networking, connectivity, cloud productivity platforms (e.g., Microsoft 365), and security concepts
• Ability to interpret technical issues at a conceptual level and translate them into customer impact and retention risk without performing hands-on technical work
• Strong written and verbal communication skills, including the ability to provide concise, structured updates to leadership and customers
• Demonstrated discipline in documentation, activity tracking, and use of defined processes or frameworks
• Ability to manage multiple accounts and competing priorities while maintaining judgment and escalation discipline
• Ability to work independently and exercise sound judgment in ambiguous situations
• Willingness to operate within defined guardrails, escalation paths, and governance models

Other Qualifications:

• Bachelor’s degree in a technical, business, or related field is preferred but not required.
• Prior experience in a Managed Service Provider (MSP) or IT services organization.
• Familiarity with ITIL concepts such as incident, change, and request management (certification not required).
• Exposure to renewal, retention, or customer lifecycle management motions.
• Familiarity with CRM and service management platforms (e.g., Salesforce, ServiceNow or similar).

TPx is an Equal Opportunity / Affirmative Action employer. Qualified applicants will receive consideration for employment without regard to race, color, religious creed, sex (including pregnancy, childbirth, breast-feeding and related medical conditions), sexual orientation, gender identity, gender expression, national origin or ancestry, age, mental or physical disability (including medical condition), military or veteran status, political preference, marital status, citizenship, genetic information or other status protected by law or regulation.

We are committed to providing reasonable accommodations for qualified individuals with disabilities. If you need assistance or an accommodation, please let us know during the application process.

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Req: #26-0103