Service Account Manager - Customer Success

CMK Resources, Inc.; United States; Remote; USD 60,000 - 80,000; Full time

Job summary

An established industry player is seeking a dynamic Service Account Manager to join their innovative team. This role is pivotal in managing customer relationships for key accounts, particularly within Fortune 100 companies. As a trusted advisor, you will oversee onboarding, support services, and upselling while ensuring the successful deployment of products. The position requires excellent communication and problem-solving skills, along with the ability to build strong relationships with clients at all levels. If you are passionate about customer success and thrive in a fast-paced environment, this opportunity is perfect for you.

Qualifications

• 4-5 years of experience in customer success or similar roles.
• Experience with Enterprise-level clients, especially Fortune 100 companies.

Responsibilities

• Manage service delivery relationship for large accounts.
• Communicate effectively with internal teams and clients.
• Analyze data to enhance service delivery and customer satisfaction.

Skills

Customer success management

Communication skills

Problem-solving

Relationship management

Data analysis

Conflict resolution

Organizational skills

Presentation skills

Education

Bachelor's Degree

Job description

Our client, a trailblazer in the storage industry, is seeking a dynamic and experienced Service Account Manager to join their global team. In less than a decade, they've reached $1B in sales, and their growth continues to break records. This role is crucial for supporting some of the largest and most strategic accounts, particularly within Fortune 100 companies.

As a Service Account Manager, you will serve as a trusted advisor, managing the customer service delivery relationship for key accounts. You will handle onboarding, support services, adoption, training, renewal, maintenance tracking, and upselling. Your role is essential for ensuring successful deployment, delivery, and value realization of our client's products and services. You will bridge communication between various business functions and act as a customer advocate.

While this role is remote, we are seeking candidates who have working availability across all US time zones. There is usually minimal travel required but it depends on the client(s) you support. A willingness and flexibility to travel is all that is necessary.

Key Responsibilities:

Service Delivery Management:

• Own the service delivery relationship for large and strategic accounts.
• Manage onboarding, support services, adoption, training, and renewal processes.
• Proactively communicate service updates regarding support escalations, incident tracking, problem identification, root cause analyses, and issue resolution.

Customer Advocacy:

• Serve as the customer advocate, effectively communicating and collaborating with internal teams including Sales, Support, Engineering, and executive leadership.
• Conduct operational and strategic management reviews, including proactive risk analyses, deployments, migrations, capacity planning, and expansions.
• Develop a deep understanding of client objectives and desired outcomes to tailor service delivery accordingly.

Relationship Building:

• Establish and maintain strong relationships with day-to-day and C-level client representatives.
• Act as a trusted advisor and subject matter expert, accelerating customer business priorities through strategic analyses and experiences.
• Collaborate with internal teams to identify new opportunities and business solutions.

Data Analysis and Reporting:

• Gather and capture data, explaining how it fits into the client’s performance expectations.
• Provide insights and recommendations based on data analysis to enhance service delivery and customer satisfaction.
• Use data and relationships to predict and prevent future problems by being proactive in understanding client environments and needs.
• Address and de-escalate issues promptly, ensuring a smooth resolution.

Strategic Initiatives:

• Participate in sales and services growth planning sessions.
• Conduct quarterly onsite reviews and roadmap discussions.

Required Skills and Experience:

• Bachelor’s Degree and around 4-5 years of experience in customer success, professional services, or similar roles, preferably in a technical environment or OEM (storage and cloud experience ideal).
• Experience supporting Enterprise-level clients, including Fortune 100 companies.
• Intermediate understanding of customer IT environments and storage products.
• Strong ability to understand "big picture" objectives and client desired outcomes.
• Ability to interact effectively with both day-to-day and C-level individuals.
• Excellent communication, presentation, and relationship management skills.
• Advanced problem-solving and conflict resolution abilities.
• Resourceful in pulling together solutions and resources as needed.
• Ability to drive independently and be accountable for outcomes, working well with teams.
• Excellent collaboration and organizational skills.
• Expert business writing skills.

At CMK Resources, we value referrals! If you know someone who would excel in this role, we'd love to hear from them.

Seniority level

Mid-Senior level

Employment type

Full-time

Job function

Management

Industries

IT Services and IT Consulting

CMK Resources, Inc. is an Equal Opportunity Employer and does not discriminate on the basis of Sex or gender identity, Mental disability or physical disability, Religion, Age, National origin or ethnicity, Sexual orientation, Marital status, Veteran status or Parental status. Notice: Depending on your specific placement, you may be required to prove that you have received the COVID-19 vaccine or have a valid religious or medical reason not to be vaccinated. CMK Resources, Inc. is an Equal Opportunity Employer and reasonable accommodations will be considered.