The Service Account Manager (SAM) is the Single Point of Contact (SPOC) for assigned customers and is responsible for end-to-end service delivery, relationship management, and SLA adherence across ATM / CRM managed services accounts.

Key Responsibilities

• Act as SPOC for customers and manage all service-related interactions.
• Ensure SLA, uptime, and service TATs are met; minimize penalties and service lapses.
• Track and coordinate issue resolution with internal teams, partners, Incident Management, and Technical Operations.
• Conduct regular service review meetings (weekly/monthly) with customers and internal stakeholders.
• Prepare and present MPRs and service performance reports internally and externally.
• Maintain customer issue tracker and ensure timely closure of escalations.
• Coordinate pre-production, production, and customer projects with Project and Service ...