TSP · 3 weeks ago
Service Account Manager – West
United States
Full-time
Remote
Senior Level
5+ years expTSP is an award-winning, customer-endorsed, and minority-owned company providing IT services and talent solutions. They are seeking a Service Account Manager to serve as the primary post-sales relationship owner for strategic enterprise customers, ensuring successful service delivery and driving customer satisfaction and retention.
Information Technology
No H1B
Responsibilities
Own the overall service delivery relationship for assigned strategic customer accounts, serving as the primary point of contact for operational and support-related activities
Drive customer success through proactive engagement, best practice guidance, inventory management, support coordination, and customer enablement opportunities
Manage communication and oversight of support escalations, incident tracking, problem management, root cause analyses, and issue resolution efforts
Advocate for customers internally, coordinating resources across Sales, Support, Engineering, Product Management, Finance, Legal, and Executive Leadership teams
Build trusted relationships with technical and executive stakeholders, providing strategic guidance and operational leadership
Conduct regular operational reviews and strategic business reviews focused on risk mitigation, deployments, migrations, capacity planning, infrastructure growth, and service optimization
Analyze customer environments, IT initiatives, and business priorities to identify opportunities for improvement and long-term success
Deliver a high-touch customer experience that increases customer satisfaction, retention, loyalty, and overall account value
Collaborate with account teams to identify customer-driven opportunities for expanded solutions and services
Coordinate implementation activities and ensure successful execution within established change management processes and maintenance windows
Maintain deep knowledge of company products, services, support offerings, and industry best practices
Participate in service improvement initiatives, technical escalation reviews, customer training programs, and strategic planning sessions
Lead quarterly onsite business reviews and roadmap discussions with customer stakeholders
Qualification
Required
5+ years of experience in Customer Success, Technical Account Management, Professional Services, Enterprise Support, Service Delivery Management, or a similar customer-facing role
Experience managing enterprise customer relationships in a technology-focused environment
Strong ability to influence and collaborate across cross-functional and matrixed organizations
Excellent project management, organizational, and problem-solving skills
Exceptional verbal, written, and presentation skills with the ability to communicate technical concepts to both technical and business audiences
Demonstrated experience managing critical customer situations and presenting recommendations to executive stakeholders
Proven ability to manage multiple customers, priorities, and projects simultaneously
Bachelor's degree or equivalent combination of education and experience
Preferred
Experience supporting enterprise storage, cloud, infrastructure, data center, or related technology environments
Knowledge of enterprise support operations, service delivery methodologies, and customer success best practices
ITIL, PMP, PMI, Six Sigma, or related certifications preferred
Experience with Salesforce, ServiceNow, or similar CRM and service management platforms
Familiarity with deployments, migrations, capacity planning, infrastructure modernization, and operational readiness initiatives
Benefits
View our benefits information here: https://marketing.mytsp.net/tsp-benefits
Company
TSP
TSP is a privately held IT services company.
201-500 employees
Funding
Current Stage
Growth StageLeadership Team
Frank Gonzalez
CEO / Co-founder
Rick Skaggs
President & Co-Founder
Recent News
2023-12-06
2023-07-13
2023-07-04
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