Service Account Manager

The Service Account Manager (SAM) serves as the primary post-sales relationship owner for strategic enterprise customers, ensuring successful delivery of support and services while driving customer satisfaction, adoption, retention, and long-term business value. Acting as a trusted advisor, the SAM partners closely with customers and internal teams to proactively manage operational health, resolve issues, guide strategic planning, and align technology investments with business objectives. 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 Qualifications 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 Qualifications 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 Core Competencies Customer Success and Retention Executive Relationship Management Service Delivery Management Technical Account Management Escalation and Incident Management Strategic Planning and Roadmap Development Cross-Functional Leadership Risk Assessment and Mitigation Project Coordination Enterprise Infrastructure and Technology Operations Additional Information About This Role Pay: up to $125,000 View our benefits information here: Candidates must be authorized to work in the United States #J-18808-Ljbffr