Diebold Nixdorf - Service Account Manager - Banking/Financial Services Sector

POSITION SUMMARY:

Service Account Manager will be a Service representative, ensuring the highest level of service quality to major Non Managed Services accounts within the Financial & Security Business unit, as well as Services strategic accounts. The role will be responsible for service relationship with the customer, and ensuring Services are cross-sold and customer satisfaction is maintained.

SCOPE OF RESPONSIBILITY:

- Based in any location in India, covering Maintenance Services Accounts in the country

- Excellent in services account management

- Excellent customer relationship management

ESSENTIAL FUNCTIONS :

- Assigned to named accounts and submits periodic status reports and also escalates high-level service quality issues, when necessary.

- Schedules and conducts regular meetings with customers to review service quality, plan and ensure new service assumption quality

- Review Services policies and procedures, discuss customer-specific service issues, seek to uncover new service opportunities, and ensure the integrity of all account information.

- Continuously seeks to build and enhance enduring relationships with key customer interfaces while working to achieve a thorough understanding of their current and future service requirements

- Promotes customer confidence in and that will lead to long-term business agreements

- Advisory role to the sales teams on matters concerning service offers and capabilities and assist the salespeople with account information gathering for the services portion of any sales motions maintenance proposals

- Takes active measures to identify additional customer services opportunities and engages sales resources to work on proposals for this additional business

- Advise and coordinate with many implementation roles such as Project Managers, Service Operations Teams and Implementation Coordinators as implements its solutions and to escalate implementation issues that impact customer satisfaction

- Coordinates Services internal projects for the customer such as Preventive Maintenance upgrades or Field Retrofit / Upgrade Orders.

- Advises the support operations organization and is responsible for lifecycle management issues such as the identification and documentation of all account-specific service call handling procedures, escalation procedures, spare parts requirements, security procedures and any other special policies and procedures necessary to perform the services function

- Ensure that their account information integrity is maintained and able to analyze and present standard monthly service reports to the customer, provide Critical Call escalations, and monitor parts plans.

- Perform a root cause analysis of lifecycle support problems so that service calls can be reduced, customers' systems availability can be optimized, and profitability can be maximized in assigned accounts

- Management of customer issues and provide timely responses to customer feedback

JOB & REQUIREMENT:

- Diploma In Engineering or Bachelor's degree in Business Administration or Computer Science

- At least 5 years working experience in a banking environment, preferably related to self service channel

- At least 5-10 years experience, preferably in customer support or support planning role or service delivery roles

- Ability to drive efficiencies in margin improvement within assigned accounts preferred

- Proven experience leading / managing a team in a customer services environment

- Proven experience with the sales contract negotiating process preferred

- Possess a high degree of skill in relationship management, and leadership to get issues resolved for the customer.