Service Account Manager

Il y a 2 mois

France, FR CMK Resources, Inc. Temps plein

**This is not a sales position**


Our partner in the storage space is actively seeking a Service Account Manager (SAM), passionate about customer relationships and success, to drive customer satisfaction and be a trusted advisor who personalizes each customer’s experience. As a key member of the Customer Experience team, you’ll support our largest and most strategic accounts.


This role is responsible for owning the customer service delivery relationship, managing onboarding, support, services, adoption, training, renewal and maintenance tracking, up-selling, customer satisfaction, and education. You will be the customer advocate, bridging communication between various business functions. This role is essential to providing best-in-class service and support to enable successful deployment, delivery, and value realization of our partners products and services. You will have a deep understanding of the customer's environment, in order to proactively reduce support incidents, promote system health, and deliver effective solutions to both technical and non-technical end-users.


Job 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 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
  • 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


Required Skills

  • 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/non-technical audiences, and explain business impact through reports and presentations to customer and internal 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
  • Prior experience and knowledge of the storage or adjacent industry
  • Previous Salesforce/ServiceNow experience is a bonus


Minimum Qualifications (Education & Experience)

  • 5 + years experience in customer success, professional services, or similar roles preferred
  • Bachelor’s Degree and/or equivalent work experience is required
  • ITIL, PMP, PMI, or Six Sigma certifications are a plus


CMK Resources is an information technology services company that is focused on providing storage and data management related professional services. Our mission is clear – accelerate the operational readiness and value of our customers' technology investments. CMK is built on a promise to provide a personal experience to every customer and consultant across our partnership ecosystem. With origins as an IT staffing company, CMK’s talent acquisition team consistently identifies top-tier IT talent.

CMK has services-based partnerships with leading storage and data management technology providers, enterprise VARs and solution providers. We listen to customer challenges, understand upcoming projects, and recognize culture and technologies to identify the right solution with the right consultant. Our entire engagement and delivery model is led by our on-shore based industry-recognized experts. We provide unrivaled personal service, customer-centric services, and industry knowledge that transcends the competition.

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.

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