Service Account Manager
About The Position
The Service Account Manager (SAM) serves as the primary post-sales relationship owner for a portfolio of strategic commercial and enterprise customers. Acting as a trusted advisor and customer advocate, the SAM is responsible for ensuring exceptional service delivery, driving customer satisfaction, managing service-related escalations, and fostering long-term customer success. This role combines customer relationship management, service operations leadership, and technical coordination. The Service Account Manager works closely with Support, Engineering, Supply Chain, Manufacturing, Sales, and Professional Services teams to ensure customers receive timely resolutions, proactive communication, and maximum value from offered solutions. The ideal candidate is highly customer-focused, proactive, and skilled at navigating complex technical environments while maintaining executive-level customer relationships.
Requirements
- Bachelor's degree in Business, Information Technology, Engineering, or related field; equivalent experience will be considered.
- 5+ years of experience in Service Account Management, Customer Success, Technical Account Management, Enterprise Support, or related customer-facing roles.
- Demonstrated success managing customer relationships within technology, infrastructure, data center, cloud, or hardware environments.
- Experience coordinating cross-functional teams to resolve complex customer issues.
- Strong customer service mindset with a proven ability to build credibility and trust.
- Excellent communication, presentation, and relationship management skills.
- Ability to manage multiple priorities in a fast-paced environment.
- Strong organizational, analytical, and problem-solving abilities.
Nice To Haves
- Experience supporting enterprise hardware, servers, storage systems, networking, AI infrastructure, or data center solutions.
- Understanding of x86 server architecture, Linux operating systems, virtualization technologies, and data center environments.
- Experience with CRM and service management tools such as Salesforce, ServiceNow, Jira, or similar platforms.
- Familiarity with service-level agreements (SLAs), customer success methodologies, and incident management processes.
- Experience conducting executive business reviews and customer success planning.
Responsibilities
- Serve as the primary post-sales point of contact for assigned customer accounts.
- Build trusted relationships with customer stakeholders, ranging from technical administrators to executive leadership.
- Conduct regular service reviews and account health assessments to ensure customer success and satisfaction.
- Understand customer business objectives and align service strategies to support operational goals.
- Act as the voice of the customer internally and advocate for customer needs across the organization.
- Drive successful onboarding and operational transition of new customers.
- Develop and execute account service plans that improve customer experience, retention, and engagement.
- Monitor account performance metrics, support cases, service requests, and escalation trends.
- Identify risks proactively and implement action plans to prevent service disruptions.
- Champion continuous improvement initiatives that enhance customer outcomes and service quality.
- Own and coordinate the resolution of critical customer issues and escalations.
- Lead cross-functional efforts involving Technical Support, Engineering, RMA, Operations, and Manufacturing teams.
- Provide timely status updates, executive communications, and resolution plans to customers.
- Ensure accountability and follow-through for issue resolution and corrective actions.
- Conduct post-incident reviews and recommend preventive measures.
- Maintain a strong understanding of server, storage, AI, and data center infrastructure solutions.
- Facilitate communication between customer technical teams and internal engineering resources.
- Coordinate testing, deployment support, system upgrades, and service-related activities.
- Assist customers in navigating support processes, warranty services, and product lifecycle management.
- Support field service and onsite activities when required.
- Partner closely with Sales and Business Development teams to identify opportunities for customer growth and expansion.
- Help drive customer retention and renewal strategies through exceptional service delivery.
- Provide customer feedback and market insights to product and engineering teams.
- Support strategic initiatives that strengthen customer loyalty and long-term partnership value.
- Maintain accurate customer records, action plans, and account documentation.
- Develop service reports, business reviews, and executive summaries.
- Travel as necessary to support customer engagements, business reviews, and onsite activities (up to 15%).
Benefits
- medical coverage
- state-mandated sick leave
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What This Job Offers
Job Type
Full-time
Career Level
Mid Level
