Service Manager - Remote

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. It focuses on service stability without owning sales or commercial contracting.

Serve as the primary intake point for customer operational requests and coordinate routing to support, billing, service delivery, or other functions. Track progress, maintain accurate account notes, and ensure accountability through resolution. Build trust through responsiveness, coordination, and follow-through on requests.

Works closely with Account Management and technical teams to ensure transparent communication and timely escalation of issues. Monitors accounts for signals of dissatisfaction, instability, or friction and participates in executive escalation forums. Coordinates with cross-functional teams on renewal context and risk registers.

Contributes to customer retention by maintaining strong operational oversight and efficient need fulfillment across the organization. Holds clear, honest conversations on service performance and risk. Requires flexibility to work US hours for a US-based managed IT services provider.