Global Service Account Manager (53331)

Job Title: Global Service Account Manager

Department: Outside Sales Key Accounts
Reports To: Global Head of Key Accounts
Location: Ashburn VA

Position Overview

The Global Service Account Manager (HE) is responsible for developing managing and expanding service relationships with key global clients. Acting as the primary commercial point of contact the GSAM ensures renewals new regions and post-product engagement is handled proactively drives customer satisfaction and aligns with the service department to offer best in class performance and solutions.

Key Responsibilities

• Account Ownership: Serve as the primary liaison for global service accounts ensuring consistent engagement communication and strategic alignment.
• Customer Relationship Management: Develop trusted advisor relationships with customer stakeholders and executive sponsors.
• Service Delivery Oversight: Align with the global service operations to ensure delivery meets or exceeds contractual SLAs and KPIs.
• Strategic Planning: Develop and execute account strategies that support long-term business growth renewal and customer retention.
• Financial Management: Oversee global service contracts budgets forecasting and profitability targets.
• Issue Resolution: Lead or support escalation management and coordinate cross-functional teams to resolve complex service challenges.
• Performance Reporting: Deliver regular account performance reviews meet service targets quarterly and annually.
• Collaboration: Partner with Sales Engineering and Operations to ensure seamless integration between service delivery and project activities.
• Continuous Improvement: Identify opportunities to optimize service performance customer satisfaction and operational efficiency.
• Global Coordination: Align regional service teams under a unified global strategy to ensure consistency across markets and time zones.

Qualifications and Experience

• Bachelors degree in business Electrical Engineering or related field.
• 5 years of experience in service account management or client success roles preferably in a global or technical services environment.
• Proven track record in managing multi-site multinational client accounts.
• Strong understanding of SLAs service contracts and lifecycle management.
• Excellent communication negotiation and stakeholder management skills.
• Financial acumen with experience in budgeting forecasting and margin management.
• Experience with Salesforce SAP Smartsheets
• Ability to travel domestically and internationally as required.

Key Competencies

• Customer Obsession & Relationship Building
• Strategic Thinking & Business Acumen
• Operational Excellence & Results Orientation
• Cross-Cultural Communication
• Problem Solving & Decision Making
• Collaboration & Leadership