[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.ResponsibilitiesOwn the overall service delivery relationship for assigned strategic customer accounts, serving as the primary point of contact for operational and support-related activitiesDrive customer success through proactive engagement, best practice guidance, inventory management, support coordination, and customer enablement opportunitiesManage communication and oversight of support escalations, incident tracking, problem management, root cause analyses, and issue resolution effortsAdvocate for customers internally, coordinating resources across Sales, Support, Engineering, Product Management, Finance, Legal, and Executive Leadership teamsBuild trusted relationships with technical and executive stakeholders, providing strategic guidance and operational leadershipConduct regular operational reviews and strategic business reviews focused on risk mitigation, deployments, migrations, capacity planning, infrastructure growth, and service optimizationAnalyze customer environments, IT initiatives, and business priorities to identify opportunities for improvement and long-term successDeliver a high-touch customer experience that increases customer satisfaction, retention, loyalty, and overall account valueCollaborate with account teams to identify customer-driven opportunities for expanded solutions and servicesCoordinate implementation activities and ensure successful execution within established change management processes and maintenance windowsMaintain deep knowledge of company products, services, support offerings, and industry best practicesParticipate in service improvement initiatives, technical escalation reviews, customer training programs, and strategic planning sessionsLead quarterly onsite business reviews and roadmap discussions with customer stakeholdersSkills5+ years of experience in Customer Success, Technical Account Management, Professional Services, Enterprise Support, Service Delivery Management, or a similar customer-facing roleExperience managing enterprise customer relationships in a technology-focused environmentStrong ability to influence and collaborate across cross-functional and matrixed organizationsExcellent project management, organizational, and problem-solving skillsExceptional verbal, written, and presentation skills with the ability to communicate technical concepts to both technical and business audiencesDemonstrated experience managing critical customer situations and presenting recommendations to executive stakeholdersProven ability to manage multiple customers, priorities, and projects simultaneouslyBachelor's degree or equivalent combination of education and experienceExperience supporting enterprise storage, cloud, infrastructure, data center, or related technology environmentsKnowledge of enterprise support operations, service delivery methodologies, and customer success best practicesITIL, PMP, PMI, Six Sigma, or related certifications preferredExperience with Salesforce, ServiceNow, or similar CRM and service management platformsFamiliarity with deployments, migrations, capacity planning, infrastructure modernization, and operational readiness initiativesBenefitsView our benefits information here: https://marketing.mytsp.net/tsp-benefitsCompany OverviewTSP 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.