Service Account Manager, Client Experience

FNTS

Service Account Manager improving client experience for FNTS, a managed IT and cloud services provider. Coordinating customer communications, incidents, reporting, change management, and continuous improvement.

Posted 8/5/2026full-timeOmaha • New York • 🇺🇸 United StatesMid-LevelSenior💰 $89,828 - $148,215 per yearWebsite

Core Competencies

Role fit

Core Competencies

Use this summary to align your resume positioning with the role.

Demonstrates strong account management and customer service skills, with a focus on client communication, operational reviews, and process improvement. Proficient in analyzing customer feedback and metrics to enhance customer experience and identify sales opportunities.

Highest-signal resume keywords

Account ManagementCustomer ServiceClient CommunicationProcess ImprovementData Analysis

ATS Keywords

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Applicant Tracking System Keywords

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Hard Skills

Metrics ReportingRoot-Cause AnalysisChange ManagementCustomer Satisfaction SurveysTechnology Terminology

Soft Skills

Interpersonal SkillsCollaborationRelationship BuildingProblem SolvingCommunication

Tools & Technologies

Word ProcessingSpreadsheets

Industry Keywords

MSPCSPCustomer ExperienceOperational ReviewQuarterly Business Reviews

About the role

Key responsibilities & impact

Conduct regular client status calls covering issues, requests, updates, and metrics
Lead Operational Review sessions and participate in strategic meetings and Quarterly Business Reviews
Provide metrics to the Sales Team and monthly client reporting
Send customer satisfaction surveys and collaborate on the annual customer survey
Partner with the PMO to review customer feedback on projects
Communicate and coordinate client change-management activities
Ensure internal processes and workflows support customer expectations
Identify potential sales opportunities and share them with sales teams
Serve as the primary customer contact during major incidents
Escalate issues internally and provide regular incident status updates
Prepare and distribute root-cause analysis reports
Coordinate retrospectives and identify process improvements after major incidents
Analyze customer survey data to identify customer-experience improvements
Share client feedback with Service Delivery Centers of Excellence
Build internal and external relationships and maintain regular, predictable attendance

Requirements

What you’ll need

Experience working for an MSP or CSP desired
3–5 years’ experience in account management or customer service
General understanding of technology terminology, roles, and workstreams
Bachelor’s Degree or equivalent experience required
Proficient computer skills with word processing and spreadsheets
Excellent customer service and interpersonal skills working with customers and teams
Unrestricted work authorization and no requirement for future sponsorship

Benefits

Comp & perks

Medical, Dental, Vision Insurance
401k, With Matching Contributions
Time Off Programs
Health Savings Account (HSA)/Dependent Care
Employee Banking
Growth Opportunities
Tuition Assistance
Short-Term/Long-Term Disability Insurance
Hybrid work arrangement with in-person collaboration three days a week and remote flexibility two days a week