Service Account Manager, Client Experience

First National Technology Solutions•Omaha, NE

6d•Hybrid

About The Position

As a nationally recognized Cloud Service Provider, FNTS has a proven history guiding our customers through their cloud journey. FNTS has a passion for all things multi-cloud and provides flexible cloud solutions, with a continued focus on orchestrating agility, transparency and IT optimization for our customers, all while keeping cost containment top-of-mind. With an elevated security posture consisting of layered security solutions, FNTS specializes in partnering with customers in highly regulated and compliance-driven industries. Our culture and our employees are the heart of our story – and we’re committed to their success! The SAM is responsible for the overall Client Experience as it relates to service assurance and service delivery. The SAM acts as a consultant and partner to our clients by knowing their environment and matching the right tech delivery partners to drive solutions for our customers’ business. They provide communication for day-to-day support requests, escalations, and change management activities. Additionally, they provide reporting to the customer and work collaboratively across FNTS to ensure requests are completed according to SLA’s and we are delivering on our intended customer experience.

Requirements

3-5 years’ experience in account management or customer service
General understanding of technology terminology, roles, and workstreams
Bachelor’s Degree or equivalent experience required.
Proficient computer skills with word processing and spreadsheets
Excellent customer service and interpersonal skills working with customers and teams
Unrestricted work authorization and not require future sponsorship.

Nice To Haves

Experience working for an MSP or CSP desired

Responsibilities

Conduct regular status calls with each client to review current activity (i.e. Issues, requests, updates, metrics, etc.).
Lead Operational Review sessions as well as participate in strategic meetings and/or Quarterly Business Reviews (QBR’s).
Provide metrics to the Sales Team to ensure customer and FNTS are aligned to foster a long-term relationship.
Provide monthly reporting as needed/required by clients.
Send out customer satisfaction surveys to conduct periodic reviews of the customer experience.
Collaborate with the Marketing team to review and send out the annual customer survey.
Partner with the PMO to review customer feedback on projects.
Communicate and coordinate client change activities to ensure customers are aware and understand impacts.
Ensure internal processes are being supported and work is being facilitated through the appropriate workflow as needed to meet the customers’ expectations.
Identify potential solutions (sales opportunities) and share with the sales teams as appropriate.
Participate as the primary point of contact for customer during a major event.
Escalate the issue internally as required to ensure attention is being place in resolving the issue.
Communicate status updates to the customer to keep them informed regularly throughout the incident.
Prepare and distribute a root cause analysis report after the event as needed.
Coordinate internal team meetings to identify potential process improvements as an outcome of a major incident (ad hoc retrospectives).
Use customer survey data (annual, PMO, and quarterly surveys) for trending analysis and identify opportunities to improve our customer experience.
Share client feedback with Service Delivery Centers of Excellence to enable us to leverage feedback to enhance our client experience.
Exhibit behaviors in alignment with our Cultural Commitments.
Build relationships internally and externally to promote a collaborative work environment.
Maintain regular and predictable attendance in alignment with department guidelines.