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.