Services Account Management Consultant

  • Bids0
  • Budget $80,000
  • Location Remote

Posted on December 11, 2019

Active

Project Desciption

Account Services Management is all about managing and overseeing seamless service delivery processes. The team makes sure disputes and technical issues are resolved. You are a key member of the EMC Customer Service Team who supports our largest and most strategically important customers. You leverage various EMC resources to ensure incident resolution, drive proactive activities promoting system health and customer satisfaction. 

Role Responsibilities

 

  • Functions as the single point-of-contact for service activities, educates the customer on EMC service delivery, tools and interfaces
  • Communicates relevant service updates and recommendations to both internal & external customers to ensure a level of compliance and performance
  • Collaborates with EMC resources and customer during escalations
  • Leverages big data analysis to provide customer environment insight and uses data to build a compelling account plan and strategy
  • Accountable for Change control management to ensure stability of environments
  • Works with the customer to proactively identify and resolve potential issues to achieve high system availability
  • Attends customer site frequently (at least two days per week) or as appropriate
  • Provides monthly and quarterly reports to proactively inform customer of overall account status, including ongoing service activities, recommendations for further risk mitigation, updates on incident solution and progress of upgrades and enhancements
  • Leads meetings with an executive level audience and articulates a forward thinking account plan
  • Builds and fosters a broad network across the customer and across EMC
  • Assists with and participates in project work
  • Assists in ensuring accuracy of service maintenance contracts billing

 

Essential Requirements

  • 12+ years of related experience in a professional role with a Bachelor’s degree; or 8+ years with a Master’s degree; or 5+ years with a PhD; or equivalent experience
  • Builds key relationships and effective networks
  • Ability to influence cross functionally and in a matrix environment
  • Complex problem solving
  • EMC Proven Professional Certification
  • 5+ years relevant experience (customer facing, large accounts, industry related) with a Bachelor’s Degree

 

Desirable Requirements

  • EMC Proven Professional Certification
  • ITIL Foundation certified
  • Salary Negotiable

Employer Information

32 project(s) posted hire 1 freelancers
Member since: December 11, 2019
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