Service Account Manager

Company Overview:

When it comes to IT solution providers, there are a lot of choices. But when it comes to providers with innovative and differentiating end-to-end service offerings, there’s really only one: Zones – First Choice for IT.TM 

Zones is a Global Solution Provider of end-to-end IT solutions with an unmatched supply chain. Positioned to be the IT partner you need, Zones, a Minority Business Enterprise (MBE) in business for over 35 years, specializes in Digital Workplace, Cloud & Data Center, Networking, Security, and Managed/Professional/Staffing services. Operating in more than 120 countries, leveraging a robust portfolio, and utilizing the highest certification levels from key partners, including Microsoft, Apple, Cisco, Lenovo, Adobe, and more, Zones has mastered the science of building digital infrastructures that change the way business does business ensuring whatever they need, they can Consider IT Done. Follow Zones, LLC on Twitter @Zones, and LinkedIn and Facebook.

Position Overview:

Term: 6-month contract to hire  
Location: Endicott, NY
Pay: $45.00 - $49.00 per hour, commensurate with experience
Hours: standard business hours  

The Service Account Manager (SAM) serves as the primary post-sales relationship owner for a portfolio of strategic commercial and enterprise customers. Acting as a trusted advisor and customer advocate, the SAM is responsible for ensuring exceptional service delivery, driving customer satisfaction, managing service-related escalations, and fostering long-term customer success.

This role combines customer relationship management, service operations leadership, and technical coordination. The Service Account Manager works closely with Support, Engineering, Supply Chain, Manufacturing, Sales, and Professional Services teams to ensure customers receive timely resolutions, proactive communication, and maximum value from offered solutions.

The ideal candidate is highly customer-focused, proactive, and skilled at navigating complex technical environments while maintaining executive-level customer relationships.

What you will do as the Service Account Manager: 

The requirements below are representative of the knowledge, skill, and/or ability required. Reasonable accommodations may be made to enable individuals with disabilities to perform the essential functions. This job description is not intended to be a comprehensive list of the duties and responsibilities of the position, and the duties and responsibilities may change without notice. 

Essential Duties and Responsibilities

Includes the following essential duties and responsibilities (other duties may also be assigned):

Customer Relationship Management

• Serve as the primary post-sales point of contact for assigned customer accounts.
• Build trusted relationships with customer stakeholders, ranging from technical administrators to executive leadership.
• Conduct regular service reviews and account health assessments to ensure customer success and satisfaction.
• Understand customer business objectives and align service strategies to support operational goals.
• Act as the voice of the customer internally and advocate for customer needs across the organization.

Service Delivery & Customer Success

• Drive successful onboarding and operational transition of new customers.
• Develop and execute account service plans that improve customer experience, retention, and engagement.
• Monitor account performance metrics, support cases, service requests, and escalation trends.
• Identify risks proactively and implement action plans to prevent service disruptions.
• Champion continuous improvement initiatives that enhance customer outcomes and service quality.

Escalation & Incident Management

• Own and coordinate the resolution of critical customer issues and escalations.
• Lead cross-functional efforts involving Technical Support, Engineering, RMA, Operations, and Manufacturing teams.
• Provide timely status updates, executive communications, and resolution plans to customers.
• Ensure accountability and follow-through for issue resolution and corrective actions.
• Conduct post-incident reviews and recommend preventive measures.

Technical Coordination

• Maintain a strong understanding of server, storage, AI, and data center infrastructure solutions.
• Facilitate communication between customer technical teams and internal engineering resources.
• Coordinate testing, deployment support, system upgrades, and service-related activities.
• Assist customers in navigating support processes, warranty services, and product lifecycle management.
• Support field service and onsite activities when required.

Business Partnership

• Partner closely with Sales and Business Development teams to identify opportunities for customer growth and expansion.
• Help drive customer retention and renewal strategies through exceptional service delivery.
• Provide customer feedback and market insights to product and engineering teams.
• Support strategic initiatives that strengthen customer loyalty and long-term partnership value.

Additional Responsibilities

• Maintain accurate customer records, action plans, and account documentation.
• Develop service reports, business reviews, and executive summaries.
• Travel as necessary to support customer engagements, business reviews, and onsite activities (up to 15%).