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ManagerFull-timeReactAWSKubernetes
Salary Range
$16,320 - $22,080 /year
This salary is estimated based on similar roles. The actual salary may vary.
About the Role
We are looking for a Service Account Manager to join our team at Everpure. This role focuses on ensuring the proactive service governance and operational health of strategic customer accounts.
Key Responsibilities
- →Own the service relationship for assigned strategic/BCS Portworx accounts.
- →Lead SEV1 and high-impact escalations, ensuring timely mitigation and long-term corrective actions.
- →Drive structured service governance through monthly and quarterly service reviews.
- →Present case trends, SLA adherence, escalation analysis, and risk insights to customer stakeholders.
- →Maintain account-level dashboards tracking case health, aging, and recurring issue patterns.
- →Identify systemic risks and implement proactive mitigation plans to reduce repeat escalations.
- →Act as the primary service escalation point for executive stakeholders.
- →Deliver structured and concise communications during critical incidents.
- →Collaborate cross-functionally with TSEs, Escalation Engineers, Engineering, Sales, and CSMs to drive resolution and continuous improvement.
- →Participate in detailed RCA documentation in partnership with Engineering and Support teams.
- →Educate customers on support best practices and environment optimization strategies.
- →Contribute to process improvement initiatives within escalation management and service delivery.
- →Support regional non-standard hour or weekend coverage for critical escalations when required.
Requirements
- ✓6+ years of experience in escalation management, technical account management, service delivery, or enterprise technical support.
- ✓Demonstrated ability to lead high-severity incidents and manage executive-level communications.
- ✓Understanding of Kubernetes, cloud-native platforms, and enterprise storage environments.
- ✓Proven experience managing strategic or enterprise customer accounts.
- ✓Exceptional communication skills with the ability to translate complex technical issues for both technical and non-technical audiences.
- ✓Strong analytical skills to identify trends, risks, and recurring issue patterns.
- ✓Ability to influence cross-functional teams without direct authority.
- ✓Experience collaborating with cross-functional teams.
- ✓Strong organizational and project management skills with the ability to manage multiple high-priority situations simultaneously.
- ✓Customer-first mindset with a proactive, solutions-oriented approach.
- ✓Full time Bachelor’s degree or equivalent experience, ITIL or service management certifications are a plus.
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