Service Account Manager SAM, FNTS

ABOUT FNTS

As a nationally recognized Cloud Service Provider, FNTS has a proven history guiding our customers through their cloud journey. FNTS has a passion for all things multi-cloud and provides flexible cloud solutions, with a continued focus on orchestrating agility, transparency and IT optimization for our customers, all while keeping cost containment top-of-mind. With an elevated security posture consisting of layered security solutions, FNTS specializes in partnering with customers in highly regulated and compliance-driven industries.

Our culture and our employees are the heart of our story - and we're committed to their success! Please see below the details of this career opportunity and how it fits into our organization's success.

The Service Account Manager (SAM) is responsible for owning the end to end client experience for assigned FNTS customers, with a primary focus on service assurance, service delivery, and operational excellence. Acting as a trusted consultant and partner, the SAM develops a deep understanding of each client's environment and business goals, coordinates internal delivery teams, and ensures services are delivered according to agreed upon SLAs and customer expectations.

In addition to the day to day service management, the SAM plays a critical role in driving client value and growth by identifying upsell and cross sell opportunities in partnership with the Client Executive, executing strategic initiatives from client playbooks, and supporting executive level storytelling through insights, metrics, and reporting. This role bridges operational execution and strategic account enablement, ensuring FNTS consistently delivers a differentiated client experience.

Key Accountabilities & Responsibilities

• Serve as the primary point of contact for clients related to service assurance, delivery, and operational communication.
• Conduct regular client status calls to review open issues, service requests, changes, risks, and performance metrics.
• Lead Operational Review sessions and participate in strategic meetings and Quarterly Business Reviews (QBRs) as appropriate.
• Provide monthly and ad hoc client reporting, ensuring clarity, accuracy, and alignment with client KPI's.
• Coordinate and communicate change management activities, ensuring clients understand scope, timing, and business impact.
• Ensure internal workflows and processes are followed to meet service commitments and customer expectations.
• Partner cross functionally with Service Delivery, Engineering, PMO, Sales, and other FNTS teams to drive successful outcomes.

• Act as the primary customer point of contact during major incidents or service impacting events.
• Coordinate internal escalations to ensure appropriate attention and timely resolution.
• Provide clear, consistent status updates to customers throughout incident life cycles.
• Prepare and distribute root cause analysis (RCA) documentation as required.
• Facilitate postincident retrospectives to identify process improvements and preventative actions.

• Identify and pursue upsell and crosssell opportunities in collaboration with the Client Executive, leveraging service insights and client needs.
• Execute strategic initiatives and playbook actions aligned with client goals and FNTS growth objectives.
• Maintain and regularly update client playbooks, including service posture, risks, opportunities, and strategic initiatives.
• Coordinate strategic meetings and special projects that support client outcomes and longterm value realization.
• Support executive storytelling and insight delivery by translating operational data into meaningful business narratives for leadership and client presentations.

• Analyze customer feedback from annual surveys, PMO feedback, QBRs, and ad hoc reviews to identify trends and improvement opportunities.
• Share actionable insights with Service Delivery Centers of Excellence to enhance processes and elevate the client experience.
• Partner with Marketing and PMO teams on customer survey execution and…