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[Remote] Service Account Manager – West
Note The job is a remote job and is open to candidates in USA. TSP is an award-winning, customer-endorsed, and minority-owned company providing IT services and talent solutions. They are seeking a Service Account Manager to serve as the primary post-sales relationship owner for strategic enterprise customers, ensuring successful service delivery and driving customer satisfaction and retention. Responsibilities 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 Skills 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, ServiceNow, or similar CRM and service management platforms Familiarity with deployments, migrations, capacity planning, infrastructure modernization, and operational readiness initiatives Benefits View our benefits information here https//marketing.mytsp.net/tsp-benefits Company Overview TSP is a privately held IT services company. It was founded in 2002, and is headquartered in Dallas, Texas, USA, with a workforce of 201-500 employees. Its website is https//www.mytsp.net.