Project Manager/Customer Success Manager

Project Manager/Customer Success Manager

TGIPOWER LLC

West Caldwell, NJ Job Details Full-time $85,000 - $95,000 a year 1 hour ago Benefits Health insurance 401(k) Paid time off Vision insurance Life insurance Qualifications Managing customer accounts Customer communication Incident Escalation Managing clients in a customer support role IT infrastructure Firewall Customer support ticket management Data-driven problem-solving Account management Escalation handling Cloud services Ticketing system technical support

Full Job Description Job Title:

Project Manager/Customer Success Manager We are seeking a highly motivated and results-driven individual to serve as our Project Manager/Customer Success Manager. This role is ideal for a Help Desk Manager or Service Desk Leader looking to expand into project management and customer success. You will leverage your experience managing tickets, teams, and escalations to drive successful project delivery, improve customer outcomes, and build long-term client relationships This is a highly visible, client-facing role that bridges Service Desk Operations, Engineering, and Customer Success .

Key Responsibilities:

Project Management:

Manage IT projects from kickoff through completion (onboarding, migrations, upgrades, security rollouts) Develop and maintain project plans, timelines, and documentation Coordinate across internal teams (sales, engineering, service desk, operations) to ensure smooth execution Identify risks, manage scope, and proactively communicate changes Ensure clean handoff from project completion to ongoing support

Customer Success & Account Management:

Serve as point of contact for customers Build trusted relationships with key stakeholders and decision-makers Translate technical details into business-friendly communication Manage escalations and ensure timely resolution Deliver regular customer updates and business reviews (QBRs) Identify risks, improvement opportunities, and growth potential

What Makes This Role Unique:

This role is designed for candidates transitioning from Help Desk / Service Desk leadership into a strategic, customer-facing position.

You will:

Move from reactive ticket management proactive customer ownership Shift from internal operations external relationship management Expand from execution strategic planning and client advisory Influence both project outcomes AND long-term customer success

Required Experience:

Prior experience working for a Managed Service Provider (MSP) (required) Demonstrated ability to manage multiple priorities and customers simultaneously Experience in a Help Desk Manager, Service Desk Lead, or Senior Support role Strong understanding of: Ticketing systems (e.g., ConnectWise or similar) SLAs, escalations, and service delivery workflows IT infrastructure (servers, networking, firewalls, cloud platforms)

Preferred Experience:

Exposure to project management (formal or informal) Experience participating in customer onboarding, migrations, or major IT initiatives Familiarity with MSP service models (MSA/SOW, recurring services vs. projects) Data analysis and reporting (QBRs, KPI tracking, customer health metrics)

Skills:

Customer-first mindset with strong empathy and accountability Excellent communication—ability to translate technical concepts into business value Strong organization and time management skills Problem-solving and decision-making under pressure Process-driven and detail-oriented Ability to manage scope, expectations, and difficult conversations Success Indicators in this

Role:

Projects delivered on time, within scope, and with high customer satisfaction Reduction in escalations through proactive communication Strong customer retention and relationship growth Clear, consistent communication across internal teams and clients Successful transition of customers from project to support

Job Type:

Full-time Salary:

$85K-$95K based on experience

Benefits:

Dental insurance, Health insurance, Vision Insurance, Life insurance, PTO, and 401(k)

Schedule:

Monday to

Friday Work Location:

In-Person:

Boca Raton, FL OR West Caldwell, NJ OR Cherry Hill, NJ OR Melville, NY OR Brooklyn, NY33487

EEO Statement:

We are an equal employment opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, gender, national origin, disability status, protected veteran status or any other characteristic protected by law.