Service Account Manager – West

Remote, Arizona - 2026-06-05

The Service Account Manager (SAM) serves as the primary post-sales relationship owner for strategic enterprise customers, ensuring successful delivery of support and services while driving customer satisfaction, adoption, retention, and long-term business value. Acting as a trusted advisor, the SAM partners closely with customers and internal teams to proactively manage operational health, resolve issues, guide strategic planning, and align technology investments with business objectives.

AS A SERVICE ACCOUNT MANAGER, YOU CAN EXPECT TO HAVE THESE RESPONSIBILITIES:

• Own the overall service delivery relationship for assigned strategic customer accounts, serving as the primary point of contact for operational and support-related activities
• Drive customer success through proactive engagement, best practice guidance, inventory management, support coordination, and customer enablement opportunities
• Manage communication and oversight of support escalations, incident tracking, problem management, root cause analyses, and issue resolution efforts
• Advocate for customers internally, coordinating resources across Sales, Support, Engineering, Product Management, Finance, Legal, and Executive Leadership teams
• Build trusted relationships with technical and executive stakeholders, providing strategic guidance and operational leadership
• Conduct regular operational reviews and strategic business reviews focused on risk mitigation, deployments, migrations, capacity planning, infrastructure growth, and service optimization
• Analyze customer environments, IT initiatives, and business priorities to identify opportunities for improvement and long-term success
• Deliver a high-touch customer experience that increases customer satisfaction, retention, loyalty, and overall account value
• Collaborate with account teams to identify customer-driven opportunities for expanded solutions and services.
• Coordinate implementation activities and ensure successful execution within established change management processes and maintenance windows
• Maintain deep knowledge of company products, services, support offerings, and industry best practices
• Participate in service improvement initiatives, technical escalation reviews, customer training programs, and strategic planning sessions
• Lead quarterly onsite business reviews and roadmap discussions with customer stakeholders

TO BE SUCCESSFUL, YOU'LL NEED EXPERIENCE SUCH AS:

• 5+ years of experience in Customer Success, Technical Account Management, Professional Services, Enterprise Support, Service Delivery Management, or a similar customer-facing role
• Experience managing enterprise customer relationships in a technology-focused environment
• Strong ability to influence and collaborate across cross-functional and matrixed organizations
• Excellent project management, organizational, and problem-solving skills
• Exceptional verbal, written, and presentation skills with the ability to communicate technical concepts to both technical and business audiences
• Demonstrated experience managing critical customer situations and presenting recommendations to executive stakeholders
• Proven ability to manage multiple customers, priorities, and projects simultaneously
• Bachelor's degree or equivalent combination of education and experience

PREFERRED QUALIFICATIONS

• Experience supporting enterprise storage, cloud, infrastructure, data center, or related technology environments
• Knowledge of enterprise support operations, service delivery methodologies, and customer success best practices
• ITIL, PMP, PMI, Six Sigma, or related certifications preferred
• Experience with Salesforce, ServiceNow, or similar CRM and service management platforms
• Familiarity with deployments, migrations, capacity planning, infrastructure modernization, and operational readiness initiatives

CORE COMPETENCIES

• Customer Success and Retention
• Executive Relationship Management
• Service Delivery Management
• Technical Account Management
• Escalation and Incident Management
• Strategic Planning and Roadmap Development
• Cross-Functional Leadership
• Risk Assessment and Mitigation
• Project Coordination
• Enterprise Infrastructure and Technology Operations

ADDITIONAL INFORMATION ABOUT THIS ROLE:

• Pay: up to $125,000
• View our benefits information here: https://marketing.mytsp.net/tsp-benefits
• Candidates must be authorized to work in the United States

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.

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