Service Manager

Job Summary

The Service Manager is a key operational leadership role responsible for overseeing and enhancing the service delivery experience of TrakCare and IntelliCare customers. Acting as the primary post-go-live point of contact, the Service Manager is accountable for driving customer satisfaction, ensuring SLA compliance, managing escalations, and coordinating internal delivery teams. This role bridges the gap between operational performance and strategic partnership, working closely with Account Management, Support, Implementation, and Product teams to ensure the successful delivery and continuous improvement of services.

With a deep understanding of product capability, deployment nuances, and customer priorities, the Service Manager plays a pivotal role in aligning service delivery with contractual obligations, business goals, and long-term relationship success.

Key Responsibilities

• Model after Epic’s support structure where ea...