Customer Success & Service Delivery Lead

TPx Corp.; Northern (KY); On-site; USD 73,000 - 98,000; Full time

Job summary

TPx Corp. is seeking a Service Manager to be the primary post-sale operational contact for assigned customers, coordinating service activities, handling issue intake, and escalating risks.

You will ensure requests are assessed, prioritized, and routed to the right teams, with clear communication and accountability through resolution. You\'ll work with Account Management, Support, and cross-functional teams to drive service stability and customer satisfaction, monitor health signals, and lead

Qualifications

• Demonstrated experience owning post-sale customer relationships.
• Experience coordinating across multiple internal teams (e.g., technical support, engineering, implementation) to drive resolution and accountability.
• Strong relationship ownership skills, including the ability to build trust through accountability, transparency, and follow-through.
• Familiarity with ITIL concepts such as incident, change, and request management (certification not required).
• Familiarity with CRM and service management platforms (e.g., Salesforce, ServiceNow or similar).

Responsibilities

• Customer Relationship Oversight: Support operational oversight for assigned customer accounts.
• Operational Coordination: Serve as the primary intake point for customer operational requests and coordinate routing to the appropriate internal teams.
• Customer Monitoring and Escalation: Monitor accounts for signals of dissatisfaction, instability, or service friction and elevate concerns as appropriate.
• Cross Functional Collaboration: Coordinate with Account Management on renewal timing and commercial context, contribute to risk registers and renewal forecasting.
• Other Responsibilities: Timely intake and coordination of customer operational requests, early identification and escalation of material customer risk.

Skills

Post-sale relationship management

Risk assessment and escalation

Communication

Cross-functional collaboration

Documentation and process discipline

Account management coordination

Education

High school diploma or equivalent

Bachelor's degree in technical, business, or related field

Tools

Salesforce

ServiceNow

Job description

TPx Corp. is seeking a Service Manager to be the primary post-sale operational contact for assigned customers, coordinating service activities, handling issue intake, and escalating risks.

You will ensure requests are assessed, prioritized, and routed to the right teams, with clear communication and accountability through resolution. You\'ll work with Account Management, Support, and cross-functional teams to drive service stability and customer satisfaction, monitor health signals, and lead