Service Account Manager

 

Meet The Team

Denmark is a key country for Hitachi Vantara, with an established and successful team. Our Danish Services group work closely with our customers day to day and ensure satisfaction and success with our market leading data management and storage portfolio. Within this team the Services Account Manager (SAM) is aligned to key strategic accounts - in the case of this hire one of our largest Enterprise Accounts based in Jutland.

What You Will Be Doing

Acting as the single point of contact between the Hitachi Vantara service organization and the customer teams, you drive value for both the customer and Hitachi by proactively addressing customer needs and developing a strong relationship with key individuals in the customer’s organization. You bring the technical knowledge to work with customer teams on day-to-day management of the estate as well as the strategic and relationship management required to plan, forecast and deliver changes.

Responsibilities:

As the single point of contact, SAM responsibilities range across the entire customer lifecycle, from pre-sales and implementation to escalations and other service-related issues providing oversight and guidance.

• Single point of contact: act as contact and escalation point in relation to delivery of all Hitachi Vantara services. Proactively sharing updates and information, both of a technical and non-technical nature, with the customer on a frequent basis.
• Relationship development: Build networks through outreach and establishment of new relationships within the customer organization, extending beyond just the primary points-of-contact. Additionally, maintain vendor relationships for all products deployed within the storage infrastructure (e.g. disk, fabric, software
• Meetings and reporting: Organize and conduct regular meetings and communications with key teams / individuals at each account to review account, status, and ensure that customers get the customized reporting they need. Ensure customer satisfaction with service delivery.
• Solutions assurance: Ensure the solutions being sold, installed, and implemented at the customer’s site fulfill the customer’s needs. This includes ownership of the solutions assurance process, coordinating and managing implementation consultants and overseeing the Solutions Assurance Document (SAD).
• Rebuild after escalation: Complete and review incident report detailing the sequence of events, the root cause of the incident, lessons learned and actions to be taken. Engage in all post-mortem communication to the customer with a focus on rebuilding trust. Solicit survey feedback from the customer and drive the implementation of any needed changes.
• Sales and pre-sales involvement: Be a full participating member of the account team, responsible for keeping the team apprised of customer developments and insider information to maximize growth opportunities. Attend and facilitate regularly scheduled internal meetings with other members of the account team and participate in external sales meetings. Continually seek further opportunities for Hitachi Vantara products and services and inform rest of the account team.
• Customer Success: In some client instances the SAM will also take on Customer Success responsibilities in proactively engaging with customers to drive further product adoption, retention, expansion, and advocacy. You will serve as the main liaison between the client and key Hitachi Vantara stakeholders (e.g. Sales, Product Management, Engineering, Professional Services, and others) to deliver the best possible customer experience and outcomes.

What You Will Bring To The Team

The SAM role is a hybrid – it is critical that individuals have a mix of account management and hands on technical skills. 

Account Management:

You should be comfortable reaching out to new people within the customer’s organization and establishing connections - maintaining relationships and building new ones. Whilst this is not a sales role you will be comfortable in sales meetings and other sales situations, and be able to discuss products, services, and solutions with the customer.

Technical skills:

You bring a strong knowledge of the storage industry, products, and solutions. You have the technical ability to build customer facing reports, create implementation plans, coordinate installs, and monitor product health throughout escalations. A SAM should be comfortable pulling technical data from a customer’s system as well as monitoring trends or irregularities in the data. From time to time the SAM must be able to work off normal hours to help in the coordination of client activity 

Qualifications:

• Experience in a customer facing services or technical account management role - gained in the Storage industry
• Knowledge of Hitachi products and solutions is advantageous, but not essential
• General Block, File, Compute, SAN, NAS experience IS essential - whether Dell, HP, IBM or Hitachi,
• Experience of helping driving pre-sales and consulting activities to implement data strategies and solutions
• Demonstrate the ability to present and sell new was to support the clients environment as a means of differentiating value
• Ability to project manage, project tasks, set timelines, and lead meetings with internal/external client stakeholders to define scope, timeline, milestones, create and communicate progress reports

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Last updated on Aug 21, 2024