Service Account Manager - Customer Success
cmk resourcesSpringfield (IL)
Service Account Manager - Customer Success
Posted 3 days ago
cmk resourcesSpringfield (IL)
SENIORITY
Senior
About the role
Note: This is NOT a sales position
Our partner is actively seeking a Service Account Manager (SAM), passionate about customer relationships and success, to drive customer satisfaction and act as a trusted advisor who personalizes each customer experience. As a key member of the Customer Experience team, you will support large and strategic accounts. This role is responsible for owning the customer service delivery relationship, including onboarding, support, services, adoption, training, renewal and maintenance tracking, upsell opportunities, customer satisfaction, and education. You will serve as the customer advocate, bridging communication between various internal business functions. This role is essential to providing best-in-class service and support to enable successful deployment, delivery, and value realization of products and services. You will develop a deep understanding of each customer’s environment to proactively reduce support incidents, promote system health, and deliver effective solutions to both technical and non-technical stakeholders.
Job Responsibilities:
- Own the overall customer service delivery relationship, orchestrating the customer experience across large and strategic accounts
- Responsible for service delivery including 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 the 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 business priorities and operational objectives through analysis of environment, roadmap, and IT initiatives
- Craft and deliver strategic customer experiences that increase customer contract value, satisfaction, and long-term retention
- Manage and coordinate implementations within prescribed change control windows
- Develop and maintain a deep understanding of products and services
- Participate in growth planning sessions, technical and support escalation discussions, root cause analysis delivery, and customer training opportunities
- Conduct quarterly onsite reviews and roadmap discussions
Required Skills:
- Experience in a customer success or service delivery focused environment
- Ability to influence cross-functionally within a matrixed organization
- Strong collaboration, organization, project management, presentation, and problem-solving skills
- Excellent written and verbal communication skills, including the ability to clearly articulate technical issues to both technical and non-technical audiences and translate business impact through reporting and presentations
- Demonstrated ability to handle critical issues, drive discussions, and present at the executive level
- Ability to manage multiple customers, projects, and priorities effectively
- Prior experience and knowledge of storage, infrastructure, or adjacent technologies
- Experience with Salesforce or Service
- Now is a plus
Minimum Qualifications:
(Education & Experience)5+ years of experience in customer success, professional services, or similar roles preferred Bachelor’s degree or equivalent work experience requiredITIL, PMP, PMI, or Six Sigma certifications are a plus
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