More jobs:
Service Account Manager, Client Experience
Job in
New York, New York County, New York, 10261, USA
Listed on 2026-08-17
Listing for:
Jobtailor
Full Time
position Listed on 2026-08-17
Job specializations:
-
Customer Service/HelpDesk
Customer Success Management, Client Relationship Management, HelpDesk/Support, Customer Service Rep
Job Description & How to Apply Below
- Conduct regular client status calls covering issues, requests, updates, and metrics
- Lead Operational Review sessions and participate in strategic meetings and Quarterly Business Reviews
- Provide metrics to the Sales Team and monthly client reporting
- Send customer satisfaction surveys and collaborate on the annual customer survey
- Partner with the PMO to review customer feedback on projects
- Communicate and coordinate client change-management activities
- Ensure internal processes and workflows support customer expectations
- Identify potential sales opportunities and share them with sales teams
- Serve as the primary customer contact during major incidents
- Escalate issues internally and provide regular incident status updates
- Prepare and distribute root-cause analysis reports
- Coordinate retrospectives and identify process improvements after major incidents
- Analyze customer survey data to identify customer-experience improvements
- Share client feedback with Service Delivery Centers of Excellence
- Build internal and external relationships and maintain regular, predictable attendance
- Experience working for an MSP or CSP desired
- 3-5 years' experience in account management or customer service
- General understanding of technology terminology, roles, and work streams
- 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 no requirement for future sponsorship
Demonstrates strong account management and customer service skills, with a focus on client communication, operational reviews, and process improvement. Proficient in analyzing customer feedback and metrics to enhance customer experience and identify sales opportunities.
Highest-signal resume keywords- Account Management
- Customer Service
- Client Communication
- Process Improvement
- Data Analysis
- Metrics Reporting
- Root-Cause Analysis
- Change Management
- Customer Satisfaction Surveys
- Technology Terminology
- Interpersonal Skills
- Collaboration
- Relationship Building
- Problem Solving
- Communication
- MSP
- CSP
- Customer Experience
- Operational Review
- Quarterly Business Reviews
- Word Processing
- Spreadsheets
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