Regional Service Delivery & Client Success Manager Final Connect Fremont, CA Job Details Full-time $88,000 - $132,000 a year 3 hours ago Benefits Travel reimbursement Health insurance Tuition reimbursement Paid time off Retirement plan Qualifications Vendor relationship building Customer communication Interpersonal skills High school diploma or GED Team development Attention to detail Time management Full Job Description Job Description Regional Service Delivery & Client Success Manager Final Connect Corporation (FCC) is a team of IT technicians, specialists, engineers, and consultants who provide technological expertise, services, support, consulting, and leadership to a collection of high-performing businesses, from tightly-held organizations through larger, publicly-traded organizations. Final Connect Corporation supports businesses locally throughout California, Nashville, Tennessee, Columbus, Ohio, and remotely throughout the United States, including a few international clients. The Client Service Delivery & Escalation Manager ensures the delivery of services, remotely and at Client locations, that contribute to client technology adoption, utilization, availability and strategic goals all within Client contract requirements and Company policy. The Client Service Delivery & Escalation Manager is a multifaceted role combining hands-on technical support, client relationship management, operational leadership, and business development responsibilities. Client Management & Service Delivery Serve as the primary operational owner and escalation point for assigned managed services clients, ensuring timely resolution of incidents, service requests, and critical support issues. Build and maintain strong client relationships through regular communication, onsite visits, service reviews, technical account analysis, and identification of current and future business needs. Ensure service delivery meets contractual obligations, service level agreements (SLAs), and client expectations while balancing support costs and resource utilization. Monitor service desk performance, ticket queues, and escalation workflows to ensure efficient ticket resolution and high levels of customer satisfaction. Communicate and follow up with clients regarding service performance, opportunities for improvement, and ongoing technical initiatives. Leadership & Team Development Lead, mentor, coach, and develop technical support personnel, including hiring, onboarding, performance management, and continuous skills development. Coordinate field service activities, helpdesk scheduling, and resource allocation to ensure adequate client coverage and operational efficiency. Foster a culture of accountability, professionalism, customer service excellence, and technical competency through leadership and example. Provide guidance and oversight to technical staff during client engagements, escalations, projects, and onsite service delivery. Operations & Continuous Improvement Develop, implement, and continuously improve service delivery frameworks, support processes, workflows, and operational standards. Establish and maintain best practices for technical support, documentation, knowledge management, quality assurance, and service consistency. Monitor operational performance metrics and recommend process, technology, and staffing improvements to increase efficiency and service quality. Ensure client documentation, knowledge base articles, and technical procedures remain current, accurate, and easily accessible to support personnel. Oversee change management activities, system modifications, technical implementations, and post-completion validation to ensure successful outcomes. Technical Leadership & Escalation Support Provide advanced technical troubleshooting and escalation support directly or through internal staff, vendors, and external subject matter experts. Participate in complex technical projects, infrastructure improvements, and strategic client initiatives as assigned. Ensure technical work is completed to established standards through verification, quality control, and post-implementation review. Produce and maintain technical documentation, procedures, and instructional materials that support operational effectiveness and technician success. Maintain awareness of emerging technologies, software updates, security best practices, and operational risks to support informed decision-making and client success. Preferred Qualifications & Professional Attributes The ideal candidate will demonstrate the following qualifications and professional characteristics: High School Diploma Post-secondary degree, while not a requirement, is an extra-desirable criterion Experience troubleshooting technology issues using a structured and methodical approach, including familiarity with the OSI model and industry troubleshooting practices. Previous Managed Service Provider (MSP) experience preferred. Two or more years of experience supporting business technology environments. Strong organizational, prioritization, and time management skills with attention to detail. Ability to analyze problems, identify root causes, and develop practical, efficient solutions. Commitment to continuous learning, professional development, and process improvement. Strong verbal and written communication skills, including the ability to communicate effectively with technical and non-technical audiences. Ability to collaborate effectively with team members and seek assistance when appropriate to ensure timely resolution of client requests and incidents. Demonstrated customer service orientation with the ability to build positive relationships and maintain professionalism in challenging situations. Ability to adapt to changing priorities, technologies, and business requirements in a fast-paced environment. Ability to identify opportunities for operational, technical, or service improvements and communicate recommendations effectively. Demonstrated professionalism, accountability, and follow-through in meeting commitments and delivering quality work. Onboarding, Training & Client Familiarization The Client Service Delivery & Escalation Manager is expected to: Complete training and become proficient in the Company's core service delivery platforms, including the Remote Monitoring and Management (RMM), Professional Services Automation (PSA), and IT Service Management (ITSM) systems. Utilize company tools and processes to manage service requests, incidents, documentation, client communications, resource planning, service metrics, and service level objectives. Participate in client onboarding and site visits to develop an understanding of assigned client environments, operational requirements, key stakeholders, and technology ecosystems. Develop working knowledge of assigned client systems, business processes, and support requirements sufficient to effectively oversee service delivery, escalations, and client communications. Build and maintain effective working relationships with client representatives, vendors, and internal team members to support successful service outcomes. Continuously expand technical, operational, and industry knowledge through company-provided training, self-directed learning, and practical experience. Compensation & Benefits FCC offers a competitive compensation and benefits package designed to attract and retain high-performing professionals.

Exempt Position:

This position is classified as exempt under applicable wage and hour laws.

Compensation:

The anticipated annual salary range for this position is $88,000 to $132,000 , depending on factors including skills, experience, education, certifications, internal equity, and business needs.

Retirement Plan:

Eligibility to participate in the Company's retirement savings program, including applicable employer matching contributions in accordance with plan provisions.

Medical Benefits:

Eligibility for company-sponsored health insurance benefits subject to plan terms, employee eligibility requirements, and company contributions in effect at the time of enrollment.

Technology & Connectivity Reimbursement:

Company-provided technology equipment and reimbursement of approved business-related device and internet expenses in accordance with company policy.

Business Expense Reimbursement:

Reimbursement of authorized travel and other business expenses incurred while performing job responsibilities, consistent with company policy and applicable law.

Paid Time Off:

Eligibility for vacation, sick leave, holidays, and other leave benefits in accordance with company policy and applicable state and federal laws.

Professional Development:

Opportunities for continued education, training, professional certifications, and, where approved, tuition assistance or reimbursement programs.

Performance Incentives:

Eligibility to participate in incentive compensation, bonus, or performance-based reward programs, if offered by the Company, subject to plan terms and achievement of applicable individual, team, client, and company objectives.

Pay:

$88,000.00 - $132,000.00 per year

Benefits:

Health insurance Paid time off Retirement plan

Work Location:

Hybrid remote in Fremont, CA 94538