Support Account Manager 2

Our client, located in RTP, NC, is currently in need of a Support Account Manager 2 for a 1 year contract. The consultant will work onsite in RTP to plan and oversee enterprise-level support and service activities for company products and services for a designated client or group of clients.Responsibilities:

• Ensures quality service and operational performance within the parameters of program and delivery standards.
• Develops client relationship and understanding of client business and product installations to identify service needs, plan service delivery and drive use of proactive service and support mechanisms to reduce client downtime and support costs.
• Acts as single point of client contact to coordinate resolution of service incidents and escalation of technical issues.
• The SAM will become intimately acquainted with the customers’ business requirements, technical needs, systems, environment and service history.
• Collaborates with sales and support groups to demonstrate value of support offering to client and identify opportunities for expanded support business.

• Proven ability to manage complex, high-pressure situations, staying focused on the right priority and effectively handle time management.
• Adept at effectively managing multiple customer accounts with distinct and diverse needs
• Intermediate to in-depth knowledge in storage and/or virtualization technology or the ability to quickly acquire this knowledge
• Strong aptitude for learning new technologies and processes and an understanding of how to apply these in a customer-facing environment
• Excellent written and verbal communication skills
• Excellent interpersonal communication and customer service skills to collaborate successfully with customers and cross functional teams, influence behavior and drive actions
• Strong presentation skills to deliver customer onboarding presentations, periodic health check reports, and best practices reviews, compliance, and remediation
• Proven ability to professionally handle conflict and to effectively manage customer expectations
• Strong problem-solving skills to help support and drive technical case resolution and escalation management according to standard practices
• Ability to integrate diverse perspectives in critical situations to aid issue resolution.
• Visits to the customer’s domestic sites as required
• Able to perform case management functions, any type of customer
• Able to influence and drive actions with customers, able to independently prepare and deliver SAM Service Review Meetings
• Able to participate, collaborate, and contribute in cross-functional teams
• Able to participate and contribute to new initiatives and training to develop in areas of specialization