Senior Manager/Account Manager - Post Sales - Telecom/IT

Sr. Manager- Account Manager Post Sales

Designation : Sr. Manager

Location : Connaught Place, New Delhi (Client Location)

Few Pointers :

- Customer facing role

- Customer management

- Project related to Technical, taking care of Priority Incidents

- Risk tracking, asset conciliation, service improvement plans, service tracking, capacity planning, Capacity Tracking - Life cycle

- Reconciliation with Account Manager

- Responsible for Capacity reports, Risk charters for managed accounts

- Regularly phase out Service Improvement plans ( Technical & Process ) to customer & maintain a related tracker

- Should also be able to drive related Customer Project deliverables

JOB DESCRIPTION :

- Manage the Technical post-sales relationship for accounts. Serve as the primary Technical client contact and advocate for day to day and escalated issues and requests

- Establish and maintain customer satisfaction across accounts through account planning, proactive client communications, issue remediation and containment, and performance measurement.

- Protect existing revenue streams, additional revenue generation.

- Actively farm existing account base to identify new solutions or service opportunities. Provide valuable account information and insight to support the sales force.

- Build and execute an account specific relationship framework inclusive of regularly schedule status calls, quarterly business reviews, account documentation, reference management and account planning sessions.

- Leverage internal subject matter experts to help customers optimize their investment, ensure program objectives are being met and measure the value of the solution to their organizations.

- Coordinate activities and provide leadership on directions of key projects, initiatives and issues across internal business unites.

- Conduct regular briefings on account status to senior management and other internal stakeholders.

- Responsible for Capacity reports, Risk charters for managed accounts

- Regularly phase out Service Improvement plans ( Technical & Process ) to customer & maintain a related tracker

- Should also be able to drive related Customer Project deliverables

- Should be able to do customer Architectural review

- Would need to work from customer location ( Onsite )

REQUIREMENTS :

- Total Experience of 10 to 13 years with 3+ years' experience in Technical account management/client relationship supporting

- Experience with Virtualization, Windows/Linux platforms with certification

- Experience on Public Cloud ( AWS, Azure etc ) with Certification would be an advantage

- Exposure to Firewalls, Proxies (physical and cloud), IDS / IPS.

- Exposure to SIEM, DDoS.

- Technical understanding of Linux operating systems

- Technical understanding of Storage and Backups

- Understanding of emerging trends in Storage and Virtualization layers

- Understanding of emerging Information Security trends and position for customers.

- Excellent analytical and problem solving skills.

- Excellent logical reasoning to assess technical issues.

- Capacity Management for customer infrastructure and services.

- Risk Identification and tracking for Customer infra

- Leading customer calls and getting into conclusion on the purpose of the call.

- Ability to audit customer infrastructure and suggest improvements.

- Ability to forecast churn and upgrades for account base.

- Ability to tailor message formats and contents to the audience and get heard.

- Ability to manage multiple initiatives simultaneously.

- Comfortable dealing with complex customer relationships, decision processes and competing agendas

- Ability to travel for customer meeting/service reviews.