Service Manager
About the role
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.
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