Technology Service Professionals, Inc. Dallas , TX 75201
Posted 2 weeks ago
Dallas, Texas
2024-06-17 Service Account Manager
100% Remote
Are you considering a career change with the opportunity to work for a company that cares for you? This is it - join our team today as a Service Account Manager. At TSP, we have a proven track record of excellence, largely due to our unique perspective.
Both in life and in business, you get back what you give. So, we pledge to care for and invest in our people and the communities where we live, work, and play. TSP's recognition, philanthropic and training programs, and comprehensive benefits plan are just a few ways we accomplish this.
AS AN ACCOUNT MANAGER, YOU CAN EXPECT TO HAVE THESE 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 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
TO BE SUCCESSFUL, YOU'LL NEED EXPERIENCE SUCH AS:
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
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
ADDITIONAL INFORMATION ABOUT THIS ROLE:
View our benefits information: https://marketing.mytsp.net/tsp-benefits
Candidates must be authorized to work in the United States
REMOTE
WE ARE TSP
TSP is award-winning, customer-endorsed, and minority-owned. We provide custom, flexible, and flawlessly executed IT services and talent solutions throughout the United States and Canada.
We create great customer experiences by saving you time and money. We're driven by integrity - we do what we say we will do - exceeding expectations. Our value-based pricing focuses on your business objectives, making your success our top priority. We don't manufacture devices or sell software - our product is our people.
TSP is an equal opportunity employer and welcomes applications from all qualified persons without regard to race, color, religion, sex, sexual orientation, gender identity or expression, pregnancy, age, national origin, disability status, genetic information, protected veteran status, or any other characteristic protected by law.
Technology Service Professionals, Inc.