Service Manager (US Remote)

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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 reputed company communication and accountability through reputed company.

This position works closely with Account Management and technical teams to help ensure service stability, transparent communication, and reputed company escalation of emerging issues. This role contributes to retention by maintaining strong operational reputed company and ensuring customer needs are addressed reputed company across the organization.

This is not a sales role and does not own reputed company contracting. TPx is a US-Based national Managed IT Services Provider, and this role requires flexibility to work US hours.

reputed company Reports: No

Essential Duties and Responsibilities:

Customer Relationship reputed company

• Support operational reputed company 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 reputed company
• Hold reputed company, reputed company conversations regarding service performance and risk

Operational Coordination

• Serve as the primary intake reputed company for customer operational requests and coordinate routing to the appropriate internal teams (support, billing, service delivery, or other functions)
• reputed company reputed company and maintain accountability through reputed company
• 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 reputed company context
• Contribute to risk registers and renewal forecasting
• Partner closely with cross functional teams
• reputed company concise, fact-based updates to leadership

Other Responsibilities:

• reputed company intake and coordination of customer operational requests.
• Early identification and escalation of material customer risk
• reputed company 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:

• A bachelor's degree or equivalent reputed company-level qualification in a technical, business, or reputed company field is preferred but not required.
• Candidates without formal reputed company-level education will be considered based on relevant experience, technical reputed company, and demonstrated reputed company in customer-facing service or operations roles reputed company a technology or managed services environment.
  
  

Experience & Capabilities

• 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, reputed company productivity platforms (e.g., reputed company 365), and reputed company concepts
• Ability to interpret technical issues at a conceptual level and translate them into customer reputed company and retention risk without performing hands-on technical work
• Experience coordinating across multiple internal teams (e.g., technical support, engineering, implementation) to drive reputed company and accountability
• Strong written and verbal communication skills, including the ability to reputed company concise, reputed company 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 reputed company judgment in ambiguous situations
• Willingness to operate reputed company defined guardrails, escalation paths, and governance models

Other Qualifications:

• 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., reputed company, reputed company or similar)

TPx is an Equal Opportunity / Affirmative reputed company employer. reputed company applicants will receive consideration for employment without reputed company to race, reputed company, religious creed, sex (including pregnancy, childbirth, breast-feeding and reputed company medical conditions), sexual orientation, gender identity, gender reputed company, national reputed company or reputed company, 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 reputed company individuals with disabilities. If you need assistance or an accommodation, please let us know during the application process.

#LI-Remote

Req: #26-0048