The Senior Service Account Manager (Sr. SAM) is a trusted strategic partner to our enterprise customers, ensuring exceptional post-sales experiences and driving long-term adoption and value realization. This role owns high-visibility, complex customer relationships and serves as the primary point of contact for service delivery, escalation management, and executive engagement. The Sr. SAM works cross-functionally with support, engineering, and product teams to align solutions with customer goals and ensure operational excellence.

Please note: Due to the complexity and scope of this role, only candidates with prior SAM experience in the data storage industry can be considered. This is not an entry-level or transitional position.

Key Responsibilities

Executive Engagement & Communication

• Build and maintain strong relationships with senior and executive-level customer stakeholders.
• Lead structured meetings, service reviews, and quarterly business reviews (QBRs) with executive presence and confidence.
• Deliver clear, concise communications—both written and verbal—to technical and non-technical audiences.

Customer & Stakeholder Management

• Own the post-sales customer journey for strategic and enterprise accounts.
• Navigate complex organizational structures to align multiple stakeholders and drive outcomes.
• Act as the single point of accountability for customer satisfaction and service success.

Service Delivery & Escalation Leadership

• Coordinate across service delivery, engineering, and product teams to ensure seamless support.
• Manage and resolve customer escalations, providing proactive status updates to stakeholders.
• Drive resolution even in situations outside direct authority, leveraging influence and cross-functional collaboration.

Technical and Strategic Expertise

• Maintain a strong understanding of enterprise technology; experience with data storage is preferred.
• Engage in architecture-level discussions related to deployments, migrations, expansions, and capacity planning.
• Translate complex technical concepts into business-relevant language for diverse audiences.

Project & Meeting Leadership

• Plan and execute recurring customer meetings, QBRs, and service reviews.
• Develop and maintain action plans, issue trackers, and executive summaries to ensure follow-through.

Proactivity & Strategic Planning

• Anticipate risks and identify adoption barriers before they impact customer outcomes.
• Prioritize initiatives in a fast-paced environment to align with both customer objectives and company roadmap.
• Link customer goals with product capabilities to drive adoption and retention.

Independence & Ownership

• Operate with minimal supervision while taking full accountability for assigned accounts.
• Thrive in high-visibility environments with large, demanding enterprise customers.
• Demonstrate urgency and ownership in driving resolutions and outcomes.

Required Qualifications

• Proven experience managing large enterprise or strategic accounts in a service account management, customer success, or related role.
• Strong executive presence with the ability to engage senior stakeholders confidently.
• Demonstrated experience with escalation management and cross-functional service coordination.
• Technical aptitude in enterprise technology; data storage experience strongly preferred.
• Exceptional organizational skills with the ability to lead multiple projects simultaneously.
• Proficiency in tools such as ServiceNow, Salesforce, Jira, and Google Workspace.
• Experience mentoring junior account managers or leading internal initiatives is a plus.

Preferred Attributes

• Strategic mindset with a focus on customer success outcomes.
• High adaptability and comfort with change in a fast-moving environment.
• Strong problem-solving skills and the ability to work under pressure.

Job Type: Full-time
Pay: Up to $125,000.00 per year

Benefits:

• 401(k)
• 401(k) matching
• Dental insurance
• Employee assistance program
• Health insurance
• Paid time off
• Vision insurance

Work Location: Remot

Please refer the Job description for details