TSP · 7 hours ago
Service Account Manager – West (Remote)
United States
Contract
Remote
Senior Level
5+ years expTSP is an award-winning, customer-endorsed, and minority-owned company providing IT services and talent solutions. They are seeking a Service Account Manager to manage customer relationships and ensure exceptional service delivery for strategic accounts.
Information Technology
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 Pure implementations within prescribed change control windows
Develop and maintain a deep understanding and knowledge of 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
Qualification
Required
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
Preferred
5 + years experience in customer success, professional services, or similar roles preferred
Prior experience and knowledge of the storage or adjacent industry
ITIL, PMP, PMI, or Six Sigma certifications are a plus
Previous Salesforce/ServiceNow experience is a bonus
Company
TSP
TSP is a privately held IT services company.
201-500 employees
H1B Sponsorship
TSP has a track record of offering H1B sponsorships. Please note that this does not
guarantee sponsorship for this specific role. Below presents additional info for your
reference. (Data Powered by US Department of Labor)
Distribution of Different Job Fields Receiving Sponsorship
Represents job field similar to this job
Trends of Total Sponsorships
2022 (1)
Funding
Current Stage
Growth StageLeadership Team
Frank Gonzalez
CEO / Co-founder
Rick Skaggs
President & Co-Founder
Recent News
2023-12-06
2023-07-13
2023-07-04
Company data provided by crunchbase