Project Manager/Customer Success Manager

TGIPOWER LLC•Boca Raton, FL

4d•$85,000 - $95,000•Onsite

About The Position

We are seeking a highly motivated and results-driven individual to serve as our Project Manager/Customer Success Manager. This role is ideal for a Help Desk Manager or Service Desk Leader looking to expand into project management and customer success. You will leverage your experience managing tickets, teams, and escalations to drive successful project delivery, improve customer outcomes, and build long-term client relationships. This is a highly visible, client-facing role that bridges Service Desk Operations, Engineering, and Customer Success.

Requirements

Prior experience working for a Managed Service Provider (MSP)(required)
Demonstrated ability to manage multiple priorities and customers simultaneously
Experience in a Help Desk Manager, Service Desk Lead, or Senior Support role
Strong understanding of: Ticketing systems (e.g., ConnectWise or similar)
SLAs, escalations, and service delivery workflows
IT infrastructure (servers, networking, firewalls, cloud platforms)

Nice To Haves

Exposure to project management (formal or informal)
Experience participating in customer onboarding, migrations, or major IT initiatives
Familiarity with MSP service models (MSA/SOW, recurring services vs. projects)
Data analysis and reporting (QBRs, KPI tracking, customer health metrics)

Responsibilities

Manage IT projects from kickoff through completion (onboarding, migrations, upgrades, security rollouts)
Develop and maintain project plans, timelines, and documentation
Coordinate across internal teams (sales, engineering, service desk, operations) to ensure smooth execution
Identify risks, manage scope, and proactively communicate changes
Ensure clean handoff from project completion to ongoing support
Serve as point of contact for customers
Build trusted relationships with key stakeholders and decision-makers
Translate technical details into business-friendly communication
Manage escalations and ensure timely resolution
Deliver regular customer updates and business reviews (QBRs)
Identify risks, improvement opportunities, and growth potential