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
- Strong communication and presentation skill.
REQUIREMENTS:
- Experience in account management/client relationship supporting
- Experience with Virtualization, Windows/Linux platforms
- Experience in public cloud domain ( AWS, Azure, Google ..)
- 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.
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