This job has closed.

TSP · 1 month ago

Service Account Manager (Central Time Zone)

United States

Full-time

Remote

Senior Level

5+ years exp

TSP is an award-winning, customer-endorsed, and minority-owned company providing IT services and talent solutions throughout the United States and Canada. They are seeking an experienced Service Account Manager to own the service delivery relationship for their largest customers, focusing on customer advocacy and operational excellence.

Information Technology

Growth Opportunities

No H1B

Hiring Manager

Maria Diaz

Responsibilities

Own the overall customer service delivery relationship and manage the customer experience across strategic accounts in the data storage industry

Deliver inventory management, best-practice guidance, support engagement oversight, and customer training opportunities

Communicate service updates related to support escalations, incident tracking, problem identification, root cause analysis, and issue resolution

Serve as the customer advocate and primary liaison to sales, support, engineering, product management, legal, finance, and executive leadership

Manage stakeholder relationships through clear, executive-level communication

Establish yourself as a trusted advisor by leading regular operational and strategic reviews, including proactive risk analysis, deployments, migrations, capacity planning, and expansions

Support customer business priorities by analyzing their environment, roadmap, and IT initiatives

Develop and deliver strategic customer engagements that increase contract value, satisfaction, and long-term loyalty

Partner with internal account teams to identify new customer-driven opportunities and solutions

Coordinate Pure implementations within designated change control windows

Build and maintain deep knowledge of the company’s products and services

Participate in sales and services planning, technical and support escalation sessions, root cause analysis, and customer training

Conduct quarterly on-site business reviews and roadmap discussions

Qualification

Data storage experienceService Account ManagementCustomer satisfaction experienceITIL certificationSalesforce experienceCommunicationProblem-solving skillsTime-management skillsCollaboration skillsPresentation skills

Required

Direct experience in the data storage industry is required

Prior experience as a Service Account Manager is required

Ability to work standard business hours aligned with the Central Time Zone

Experience in a customer satisfaction or customer success environment

Strong ability to influence across teams in a matrixed organization

Excellent collaboration, organization, presentation, and problem-solving skills

Exceptional written and verbal communication skills, including the ability to translate technical issues for both technical and non-technical audiences and explain business impact to customer and internal leadership

Proven ability to manage critical issues, lead discussions, and present at the executive level

Strong time-management skills with the ability to manage multiple customers and projects simultaneously

Bachelor's degree or equivalent experience required