Service Account Manager SAM, FNTS

First National Bank of Omaha
vision insurance, tuition assistance, 401(k)
United States, Nebraska, Omaha
Feb 26, 2026
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. Summary of the Job: 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. About This Role: Key Accountabilities & Responsibilities 1. Client Experience & Service Delivery 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 crossfunctionally with Service Delivery, Engineering, PMO, Sales, and other FNTS teams to drive successful outcomes. 2. Incident & Escalation Management Act as the primary customer point of contact during major incidents or serviceimpacting events. Coordinate internal escalations to ensure appropriate attention and timely resolution. Provide clear, consistent status updates to customers throughout incident lifecycles. Prepare and distribute root cause analysis (RCA) documentation as required. Facilitate postincident retrospectives to identify process improvements and preventative actions. 3. Strategic Enablement, Growth & Playbooks 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. 4. Continuous Improvement & Client Feedback 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 feedback analysis. 5. Professionalism & Cultural Commitments Demonstrate behaviors aligned with FNTS Cultural Commitments. Build strong internal and external relationships to promote collaboration and accountability. Maintain regular and predictable attendance in alignment with department guidelines. The Ideal Candidate for This Role: Knowledge, Skills, & Qualifications Required 3-5 years of experience in account management, service delivery, or customerfacing roles. Strong understanding of technology services, terminology, and delivery models. Excellent customer service, communication, and interpersonal skills. Ability to manage multiple priorities and navigate complex client environments. Proficiency with standard business tools (word processing, spreadsheets, reporting tools). Bachelor's degree or equivalent practical experience. Preferred Experience working for a Managed Service Provider (MSP) or Cloud Service Provider (CSP). Experience supporting regulated or enterprise clients. Comfort collaborating with sales and executive stakeholders on growth initiatives. Candidates must possess unrestricted work authorization and not require future sponsorship. Compensation: Compensation range (base pay): $89,828.00-$148,215.00 This role may have a specific starting pay within this range. Final compensation offer to candidate may vary from posted hiring range based upon work experience, education, and/or skill level. Work Environment: It is anticipated that the incumbent in this role will work in a hybrid capacity, balancing in-person collaboration three (3) days a week with remote flexibility two (2) days a week. As part of our team, you'll experience the energy and relationship-building of face-to-face collaboration while still enjoying the flexibility of remote workdays. We provide the tools and technology to ensure seamless transitions between work environments, supporting your productivity wherever you are. Please note that work location is subject to change based on business needs. Benefits Overview: We offer a variety of benefits designed to keep you and your family physically and financially healthy. Not only do we offer a competitive salary and work-life balance, we offer benefits to match your needs: 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 Learn more about FNBO benefits here: https://www.fnbo.com/careers/benefits/. For additional information regarding compensation and benefits, e-mail FNBO at TAGAdmin@fnni.com. To ensure you receive a response, include the number of this job (listed below) in the subject line of your message. Job number: R-20260278 Equal Opportunity & Belonging: FNTS believes that the quality of our employee experience is at the heart of our customer experience. One key pillar of our intended employee experience is Belonging. Belonging means we are committed to fostering a workplace culture where employees of all backgrounds feel valued, recognized, and empowered to be their authentic selves-no matter their role or where they are in their journey. Learn more here. FNTS is an equal opportunity employer for all employees and applicants and makes employment decisions without regard to status or identity. Click here to download 'EEO is The Law' Self-Print Poster Click here to download 'EEO is The Law' Supplement for Federal Contractors Click here to download 'EEO is The Law' GINA Supplement FNTS is an Equal Opportunity/Affirmative Action/Veterans/Disability Employer - Member FDIC FNTS follows federal law regarding the use of marijuana (this applies to all non-California applicants) Application Deadline: All our jobs will be posted for a minimum of 5 calendar days. Job postings may come down prior to 5 calendar days based on volume of applicants.