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Cloud Service Account Manager
Ahead, United States
Experience
1 Year
Salary
Job Type
Job Shift
Job Category
Traveling
No
Career Level
Telecommute
No
Qualification
As mentioned in job details
Total Vacancies
1 Job
Posted on
Oct 13, 2023
Last Date
Nov 13, 2023
Location(s)
Job Description
AHEAD builds platforms for digital business. By weaving together advances in cloud infrastructure, automation and analytics, and software delivery, we help enterprises deliver on the promise of digital transformation.
AtAHEAD, we prioritize creating a culture of belonging,where all perspectives and voices are represented, valued, respected, and heard. We create spaces to empower everyone to speak up, make change, and drive the culture at AHEAD.
We are an equal opportunity employer,anddo not discriminatebased onan individual's race, national origin, color, gender, gender identity, gender expression, sexual orientation, religion, age, disability, maritalstatus,or any other protected characteristic under applicable law, whether actual or perceived.
We embraceall candidatesthatwillcontribute to the diversification and enrichment of ideas andperspectives atAHEAD.
The Service Account Manager drives all aspects of the AHEAD Managed Services customer relationship. The Enterprise Service Account Manager is also responsible for coordinating the interaction of key AHEAD customers with the AHEAD Managed Services team and AHEAD Service Desk. As such the Enterprise Service Account Manager is expected to be the primary point of escalation and coordination between the AHEAD Services organization, the AHEAD Client Director, and the customer.Roles and Responsibilities- Acts as a customer advocate
- Results driven and customer focused; Get things done - Make things happen.
- Primarily responsible for ensuring that customer Service Level Agreements / Service Level Objectives are met.
- Responsible for coordination of renewing Managed Services contracts starting 90 days prior to renewal.
- Grow existing contract values by cross-selling and up-selling existing contracts.
- Build a strong relationship with key customer staff, client director team, and Managed Services teams and management
- Ensure reports are provided to an agreed schedule or on request, including: incident management, account performance, and service unit billing reports.
- Leads onboarding activities for new Managed Services customers
- Set expectations of service quality, availability, and timeliness with the client.
- Drives process improvements that increase customer satisfaction
- Work with the client and Managed Services teams to identify and manage service improvement activities.
- Translate and drive prioritization of customer requirements into service and project requests.
- Be an active member of the change advisory board and ensure all changes are assessed, approved, communicated, implemented and reviewed in a controlled manner.
- Report, communicate, and update relevant stakeholders on service operations.
- Understand and be aware of the application of hardware and software technologies (and changes) relevant to customer environments.
- Assist with the development and improvement of the services organization.
- Leads and manages recurring Technical Assessments
- Participates in business reviews with the customer and the AHEAD sales team
- Supports and conducts self in a manner consistent with customer service expectations
- Manage Root Cause Analysis and process and participate in Priority events as needed
Experience/Certifications- 5+ years of relevant IT Service Account Management experience
- ITIL Foundation Certification desired
- PMI Project Management Professional (PMP) certification is a plus
- ServiceNow experience is a plus
Skills- Good understanding of IT Service Management processes and procedures
- Good understanding of IT Project Management principles and techniques
- Good ability to manage change and engage team members
- Good ability to provide direction and leadership to others
- Good facilitation and communication skills
- Excellent presentation skills
- Ability to manage and escalate client issues
- Ability to react and adjust priorities of tasks
- Comfortable in communicating and interacting with C-level customer stakeholders
- Proficient in MS Office:
- MS Word must be able to create and modify documents
- MS Excel create and modify pivot tables, manipulate data, create charts and graphs
- MS Power Point create and modify presentations
Education- Undergraduate degree and 5+ years relevant experience preferred
Why AHEAD:
Through our daily work and internal groups like Moving Women AHEAD and RISE AHEAD, we value and benefit from diversity of people, ideas, experience, and everything in between.
We fuel growth by stacking our office with top-notch technologies in a multi-million-dollar lab Job Specification
Ahead
Information Technology and Services - San Jose, United States