Service Account Manager

Department: Customer Experience

Reports To: Head of Customer Experience

Role Overview: Service Account Manager (SAM)

The Service Account Manager (SAM) will be the primary point of contact for a Hyperscaler Customer at any Data Center. This role focuses on ensuring an exceptional customer experience by managing service delivery, resolving escalations, and maintaining strong customer relationships. The SAM will work closely with operations, project teams, and senior stakeholders to ensure smooth service performance and customer satisfaction.

Key Responsibilities:

1. Customer Relationship Management:

Act as the dedicated point of contact for the Hyperscaler Customer at the Data Center.

Develop and maintain strong relationships with key customer stakeholders, including technical and business teams.

Conduct regular business reviews and meetings to ensure alignment on expectations, performance, and growth opportunities.

2. Service Delivery & Operational Excellence:

Ensure adherence to SLAs, uptime commitments, and operational KPIs as per customer agreements.

Monitor incident management, change management, and problem resolution processes to ensure swift issue resolution.

Coordinate with internal teams (Operations, Security, Network, and Compliance) to proactively address service challenges.

Drive continuous improvement initiatives to enhance service delivery and customer satisfaction.

Driving weekly/ Monthly meetings, QBR’s, CBR’s effectively

Preparing customer presentations for weekly/ Monthly meetings, QBR’s, CBR’s

Preparing colo performance report for all Hyperscaler customers.

3. Escalation & Issue Resolution:

Serve as the primary escalation point for service-related issues, incidents, and outages.

Collaborate with technical teams to investigate root causes and drive corrective actions.

Ensure timely and transparent communication with the customer during incidents and maintenance activities.

4. Compliance & Reporting:

Ensure compliance with customer-specific security and regulatory requirements.

Provide periodic service performance reports, including SLA adherence, incident summaries, and capacity planning.

Support audits, risk assessments, and compliance reviews as required by the customer.

5. Growth & Business Development:

Identify expansion opportunities within the customer account, including additional services and new deployments.

Work with sales and solution teams to align customer requirements with DC capabilities.

Co-ordinating with customer & business team for timely submission of quotes

Key Qualifications & Experience:

8-10 years of experience in service management, customer success, or operations within a data centre industry.

Strong understanding of data centre infrastructure, colocation services, and Hyperscaler operations.

Experience in ITIL frameworks, incident management, change management, and SLA governance.

Excellent problem-solving, communication, and stakeholder management skills.

Ability to work under pressure, manage multiple priorities, and drive customer satisfaction.

Preferred Qualifications:

B.E (Electrical / Mechanical)

Well versed in advance excel & power point presentation

ITIL, PMP, or other service management certifications.

Familiarity with DC colocation business