Service Account Manager Remote 100% - PA /DC / VA / NC / MD Area

Are you looking for a career change and the opportunity to work for a company that actually cares about its employees? This is it - join our team today as a

• 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 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

• Experience in a customer satisfaction/success focused environment within a technology 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 company 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 of 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

• View our benefits information:
• Candidates must be authorized to work in the United States
• Selected candidate must be fully vaccinated against COVID-19 prior to start or receive an approved exemption