Service Account Manager – Central

Remote, Texas - 2026-05-12The Strategic Account Manager (SAM) leads service delivery for the company’s most strategic customers, serving as a trusted advisor and primary advocate across the customer lifecycle. The role coordinates support, implementations, best practices, and escalations while partnering with sales and cross functional teams to manage risk, align roadmaps, and resolve critical issues.Success in this role requires hands on data storage experience and the ability to apply that expertise through executive level communication, deep product knowledge, and strategic guidance to drive customer satisfaction, contract growth, and long term loyalty across multiple complex accounts in the Central Time Zone.THESE ARE THE JOB DUTIES AND RESPONSIBILITIES OF A SERVICE ACCOUNT MANAGER:Own the overall customer service delivery relationship, orchestrating the customer experience in our largest and most strategic accountsResponsible for service delivery of: inventory management, best practice guidance, support engagements, and customer training opportunitiesCommunicate service updates regarding support escalations, incident tracking, problem identification, root cause analyses, and issue resolutionServe as customer advocate and effective conduit into various internal teams, including Sales, Support, Engineering, Product Management, Legal, Finance, and executive leadershipUse executive-level communication skills to effectively manage stakeholder relationshipsEstablish 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 expansionsAccelerate customers’ business priorities and operational objectives through analyses of environment, roadmap, and IT initiativesCraft and deliver strategic customer experiences that increase customer contract value, customer satisfaction, and brand loyaltyCollaborate with internal account teams to identify new, customer-inspired opportunities and business solutionsManage and coordinate company implementations within prescribed change control windowsDevelop and maintain a deep understanding and knowledge of company's products and servicesParticipate in sales and services growth planning, technical and support escalation sessions, root cause analysis delivery, and customer training opportunitiesConduct quarterly on-site review and roadmap discussionsYOU SHOULD BE ABLE TO HANDLE EVERYTHING ABOVE BECAUSE YOU HAVE EXPERIENCE LIKE:Experience in a customer satisfaction/success-focused environmentAbility to influence cross-functionally and in a matrixed environmentExcellent collaboration, organization, project management, presentation, and problem-solving skillsOutstanding 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 customers and clients' leadershipDemonstrated ability to handle critical issues, drive discussions, and present internal and customer issues at the executive levelAbility to manage multiple customers, projects, and tasks, with effective time management capabilitiesBachelor’s degree and/or equivalent work experience is required5 + years experience in customer success, professional services, or similar roles preferredPrior experience and knowledge of the storage or adjacent industryITIL, PMP, PMI, or Six Sigma certifications are a plusPrevious Salesforce/ServiceNow experience is a bonusAdditional Information About This RolePay: up to $120,000View our benefits information here: https://marketing.mytsp.net/tsp-benefitsCandidates must be authorized to work in the United StatesWE ARE TSPTSP 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 is tailored to your business objectives, with your success as 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.