Service Account Manager

Job Title: Service Account Manager
Location:  Ultra lag, Heredia (Hybrid)
Education: High School Diploma or equivalent is required. College degree is desirable.
Experience: 1-3 years’ experience in customer success, storage technical support, professional services, or similar roles

Summary

• The Service Account Management team is dedicated to Customer Success.
• This role focuses on supporting Strategic Accounts by working closely with Regional and Global Service Account Managers, Sales, Pre-Sales, and other teams to deliver exceptional customer experiences.
• The Service Account Manager will help administer post-sales and support activities, ensuring the company delivers world-class service that differentiates it from competitors.

Roles and Responsibilities

• Assist Service Account Managers in driving customer relationships and managing post-sales and support activities.
• Monitor, own, troubleshoot, and resolve customer issues across all severity levels using best practices in collaboration and troubleshooting.
• Proactively understand customer expectations and maintain a strong focus on the customer experience.
• Collaborate constructively across teams and functions to achieve shared goals.
• Provide clear, concise, and professional communication with customers.
• Manage multiple projects and support issues simultaneously.
• Champion customer issues internally and represent the company externally.
• Actively participate in customer calls, including urgent escalations.
• Assist in daily and weekly meetings with customers alongside Service Account Managers to coordinate successful product deployments.
• Help accelerate the closure of open cases by working closely with customers and assigned Support Engineers.
• Participate in regular status calls and provide reports summarizing key activities, outstanding issues, and product health.
• Provide weekend, holiday, and on-shift coverage as required.
• Maintain a positive attitude and enjoy the process.

Required Skills

• Customer support and relationship management skills.
• Foundational technical understanding of customer environments and requirements.
• Facilitation and meeting management skills.
• Strong documentation and organizational abilities.
• Ability to produce clear status reports.
• Active listening skills.
• Excellent English written and verbal communication skills.

Desired Skills

• Strong client-facing and internal communication skills.
• Excellent organizational skills with great attention to detail.
• Ability to handle multiple priorities and engagements simultaneously.
• Ability to remain calm and professional during stressful situations.
• Strong customer experience focus, with the ability to identify and resolve or escalate issues effectively.
• Working knowledge of Microsoft Office Suite and/or Google Workspace.