Title*Service Account Manager II - RSA Security Requisition ID45350BR
Job Description
JOB TITLE:  SERVICE ACCOUNT MANAGER (SAM II) – RSA SECURITY
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GENERAL SUMMARY:
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Provides focus and drives consistency in the execution of all Customer Service-related matters to a strategic account customer. Acts as EMC Customer Service global ambassador to the customer and as the customer’s representative within EMC. Individual leverages the support of local and corporate resources in managing and attaining a high level of customer satisfaction. Identifies, informs, and works with the account team on potential sales opportunities. Nurtures customer relationship and acts as a sales enabler to drive re-purchase loyalty toward EMC equipment and software. The individual ensures maximum correlation between customer requirements and EMC services to strive toward delivering consistent service levels by exceeding customer expectations.
           
PRINCIPAL DUTIES AND RESPONSIBILITIES:size="3"
• Assists with the selection of new hired Service Account Managers; provides input to training and courseware for Service Account Managers. Participates and assists the Program Management Office in delivering corporate based programs and processes to local Service Account Managers. Performs other duties as required.
• Participates in technical and management conference calls with management; provides executive level status updates to customer, CS management and account team. Ensures EMC best practices and methodologies are adhered to on a consistent and global basis. Provides mentoring and guidance to other Service Account Managers; acts as a sounding board to other Service Account Managers.
• Identifies, facilitates and ensures effective communication of all technical queries and problem resolution from the customer to corporate resources. Ensures suitable levels of service personnel and activity during problem resolution at all locations. Documents action items, assigned owners, and timeline of events during a break/fix customer impact event; drives corrective action plan. Participates in Root Cause Analysis reviews including incident and problem management activities.
• Develops and maintains global account information leveraging local assistance: equipment portfolio, configurations, microcode status, installation dates, lease or purchase information, maintenance coverage levels, contracted coverage dates and renewal schedules. Conducts and leads Customer Service account review meetings for the customer and EMC management.
• Develops a joint Account Management Plan (AMP) and execute against that plan in conjunction with Technical Solutions and Account team. Maintains high level of awareness of service issues effecting the EMC product environment including proactive problem avoidance behavior and maintenance practices. Presents, as necessary, to customer management. Prepares and presents Field Change Order (FCO) and EMC Technical Advisory (ETA) materials to the account team and customer. Provides consolidated executive level summary information in the form of reports on all service related account matters globally.
• Manages all commercial aspects of the service maintenance contract relationship with the customer. Ensures compliance levels are met globally in accordance with all maintenance contracted service level agreements. Attends review meetings with customer’s operational personnel and management team. Participates in the planning, approval, and implementation of approved change management requests.
• Overall Customer Service related responsibility of the account worldwide; reinforces Customer Service global presence and support to ensure consistent service delivery and communication to the customer and EMC. Manages and coordinates the processing, communication, and implementation of all Customer Service changes, including changes related to customer requests, Field Change Order (FCO) and reconfigurations. Maintains awareness of all service matters including Technical Solutions implementations and activities. Facilitates all Customer Service related activities with EMC account team and local Customer Service resource(s) to make certain all customer needs and expectations are met.
           
SKILLS:size="3"
• Communication skills.
• Organizational skills.
• Presentation skills.
• Leadership Skills.
• Possesses operational command of the business.
• Possesses strong product/technology/industry knowledge.
• Conflict resolution skills.