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.
#LI-Remote
Req: #26-0118