*Service Account Manager III
GENERAL SUMMARY
Provides direction and drives consistency in the execution of all Maintenance Support Services- MSS related matters to a strategic account customer. Acts as EMC MSS ambassador to the customer and as the customer's representative within EMC. Individual leverages the support of local and corporate resources in managing and attaining a high level of customer satisfaction. Identifies, informs, and works with the account team on potential sales opportunities. Nurtures customer relationship and acts as a sales enabler to drive re-purchase loyalty toward EMC equipment and software. The individual ensures maximum correlation between customer requirements and EMC services to strive toward delivering consistent service levels by exceeding customer expectations. Individual will provide detail reporting and trending using all of the MSS services tools. This individual must be able to analyze the data and provide detailed recommendations/interpretation of the report to a "C" level Executive.
PRINCIPAL DUTIES AND RESPONSIBILITIES
Overall MSS related responsibility of complex accounts; such as:
Global Accounts requiring the SAM to work closely with the Global Account Manager
Accounts that represent a significant portion of MSS revenue base
Accounts with an install base spanning over multiple Divisions or Geographic locations
Matrix Management responsibility of multiple SAM's, ASR and resident RxS or resident CE's
Provides an overall global strategic view for Maintenance Support Services teams to include a Global/Regional Support Account Management Plan
Ensures compliance levels are met globally in accordance with all maintenance contracted service level agreements.
Attends review meetings with customer's executive management team. Develops and maintains a joint global Account Management Plan (AMP) and execute against that plan in conjunction with Technical Solutions and account team.
Maintains high level of awareness of service issues effecting the EMC product environment including proactive problem avoidance behavior and maintenance practices. Presents to executive management, VP and "C" level executives to briefs on all activities currently underway as well as those that are scheduled.
Ensures compliance levels are met globally in accordance with all maintenance contracted service level agreements.
Provides leadership and mentoring to Strategic Account Managers supporting the account across geographic segments. Participates in the selection of Strategic Account Managers assigned to a geographic segment of the global account. Participates and conducts customer Quarterly Business Reviews with the Sales Global Account Manager.
Reinforces MSS presence and support to ensure consistent service delivery and communication to the customer and EMC. Ensures the processing, communication, and implementation of all MSS changes, including changes related to customer requests, Field Change Order (FCO) and reconfigurations. Maintains awareness of all service matters including Technical Solutions implementations and activities. Manages all commercial aspects of the service maintenance contract relationship with the customer.
Presents Field Change Order (FCO) and EMC Technical Advisory (ETA) materials to the account team and customer globally, as required. Provides consolidated executive level summary information in the form of reports on all services related account matters globally. Maintains and ensures account information is up-to-date leveraging local Strategic Account Manager's assistance: equipment portfolio, configurations, microcode status, installation dates, lease or purchase information, maintenance coverage levels, contracted coverage dates and renewal schedules.
Ensures effective communication of all technical queries and problem resolution from the customer to corporate resources. Ensures suitable levels of service personnel and activity during problem resolution at all locations. Conducts executive level Root Cau
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