*SAM I
GENERAL SUMMARY
Provides focus and drives consistency in the execution of all Customer Service-related matters to a strategic account customer. Acts as EMC Customer Service 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
PRINCIPAL DUTIES AND RESPONSIBILITIES
Single point-of-contact for service activities, ensures consistent communication. Manages and coordinates the processing, communication, and implementation of all Customer Service changes, including changes related to customer requests, Field Change Order (FCO), EMC Technical Advisory (ETA), and reconfigurations. Maintains awareness of all service matters including Technical Solutions implementations and activities. Coordinates service activities with EMC account team and local Customer Service resource(s) to ensure all customer needs and expectations are met.
Manages all commercial aspects of the service maintenance contract relationship with the customer. Ensures compliance levels are met in accordance with all maintenance contracted service level agreements. Attends regular review meetings with customer''s operational personnel team. Participates in the planning, approval, and implementation of approved change management requests.
Develops a joint 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.Prepares and presents Field Change Order (FCO) and EMC Technical Advisory (ETA) materials to the account team and customer. Provides consolidated information in the form of reports on all service related account activity.
Compiles and maintains account information: equipment portfolio, configurations, microcode status, installation dates, lease or purchase information, maintenance coverage levels, contracted coverage dates and renewal schedules. Conducts and leads Customer Service account review meetings with the customer. Identifies, facilitates and 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.
Documents action items, assigned owners, and timeline of events during a break/fix customer impact event; drives corrective action plan.Participates in Root Cause Analysis including incident and problem management activities. Participates in technical and management conference calls with management; provides executive level status updates to customer, CS management and account team. Ensures EMC best practices and methodologies are adhered to on a consistent basis. Performs other duties as required.
Manage pre-installation site planning, layout, installations, upgrades and servicing of all EMC equipment in conjunction with Systems Engineering and local Customer Service at all locations of assigned customer. Also manages the processing and implementation of all service changes, including changes related to customer requests, product upgrades, FCOs and reconfigurations.
Ensures suitable level of service personnel and activity during problem resolution at all locations. Valid driver's license.
SKILLS
Communication skills.
Organizational skills.
Presentation skills.
Leadership Skills.
Possesses operational command of the business.
Possesse
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EMC is committed to creating an environment of inclusion that has many dimensions-cross-geography, cross-organization, and across traditional lines of difference, such as gender, sexual orientation, ethnicity, and race.
Thanks,
EMC Team
