Service Account Manager – Central

Remote, Texas - 2026-05-08
The 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 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.
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 customers’ business priorities and operational objectives through analyses of environment, roadmap, and IT initiatives
Craft and deliver strategic customer experiences that increase 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 company implementations within prescribed change control windows
Develop and maintain a deep understanding and knowledge of company 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
Qualifications 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
on‑technical audiences, and explain business impact through reports and presentations to customers and clients' 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 Pay: up to $120,000
View our benefits information here: https://marketing.mytsp.net/tsp-benefits
Candidates must be authorized to work in the United States
Equal Opportunity Employment 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.

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