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.

• 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

• 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

• 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, Service Now, or similar CRM and service management platforms
• Familiarity with deployments, migrations, capacity planning, infrastructure modernization, and operational readiness initiatives

• 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

• Pay: up to $125,000
• View our benefits information here:
• Candidates must be authorized to work in the United States