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Technology Service Professionals - Richardson, TX

posted 9 days ago

- Mid Level
Remote - Richardson, TX
Professional, Scientific, and Technical Services

About the position

We seek a Service Account Manager to join our dedicated and talented team. At TSP, we share a passion for providing an entirely positive, above-and-beyond service experience for every customer in the TSP family. The best and the brightest work with us, and we strive for every employee to have a sense of belonging. As a minority-owned business, our diverse backgrounds and viewpoints strengthen us. Our people work in and support the technology environments of some of the world's largest and most well-known brands.

Responsibilities

  • Own the overall customer service delivery relationship, orchestrating the customer experience in our largest and most strategic accounts
  • Responsible for service delivery of: inventory management, best practice guidance, support engagements, and customer training opportunities
  • Communicate service updates regarding support escalations, incident tracking, problem identification, root cause analyses, and issue resolution
  • Serve as customer advocate and effective conduit into various internal teams, including sales, support, engineering, product management, legal, finance, and executive leadership
  • Use executive level communication skills to effectively manage stakeholder relationships
  • Establish yourself as a trusted advisor and subject matter expert through regular operational and strategic management reviews, including proactive risk analysis, deployments, migrations, capacity planning, and expansions
  • Accelerate customer's business priorities and operational objectives through analyses of environment, roadmap, and IT initiatives
  • Craft and deliver strategic customer experiences that increases customer contract value, customer satisfaction, and brand loyalty
  • Collaborate with internal account teams to identify new, customer-inspired opportunities and business solutions
  • Manage and coordinate implementations within prescribed change control windows
  • Develop and maintain a deep understanding and knowledge of storage and Pure's products and services
  • Participate in sales and services growth planning, technical and support escalation sessions, root cause analysis delivery, and customer training opportunities
  • Conduct quarterly on-site review and roadmap discussions

Requirements

  • Experience in a customer satisfaction/success focused environment
  • Ability to influence cross functionally and in a matrixed environment
  • Excellent collaboration, organization, project management, presentation, and problem-solving skills
  • Outstanding writing and verbal communication skills; including the ability to clearly articulate technical issues to technical/non-technical audiences, and explain business impact through reports and presentations to customer and Pure leadership
  • Demonstrated ability to handle critical issues, drive discussions, and present internal and customer issues at the executive level
  • Ability to manage multiple customers, projects, and tasks, with effective time management capabilities
  • Bachelor's degree and/or equivalent work experience is required
  • 5 + years of experience in customer success, professional services, or similar roles preferred
  • Prior experience and knowledge of the storage or adjacent industry

Nice-to-haves

  • ITIL, PMP, PMI, or Six Sigma certifications are a plus
  • Previous Salesforce/ServiceNow experience is a bonus

Benefits

  • Flexible IT services and talent solutions
  • Award-winning, customer-endorsed service
  • Diverse and inclusive workplace
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