Service Manager (US Remote)

TPx

1d•Remote

About The Position

General Purpose: The Service Manager supports the post-sale customer relationship with primary responsibility for operational coordination, issue intake, and early identification of customer risk. This role ensures that customer requests are received, triaged, and routed to the appropriate internal teams while maintaining clear communication and accountability through resolution. This position works closely with Account Management and technical teams to help ensure service stability, transparent communication, and timely escalation of emerging issues. This role contributes to retention by maintaining strong operational oversight and ensuring customer needs are addressed efficiently across the organization. This is not a sales role and does not own commercial contracting. TPx is a US-Based national Managed IT Services Provider, and this role requires flexibility to work US hours.

Requirements

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

Nice To Haves

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)

Responsibilities

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
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
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
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
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