*Service Account Manager

EMC Corporation is the world leader in information storage systems, software, networks, and services that store, protect, move, manage and access the explosion of content. EMC solutions are enabling enterprises of all kinds to unite information as one resource, harness it as one source of value, and leverage it as one asset to reach the goals of the organization.

If you thrive in a challenging, results-oriented, and rewarding environment take a closer look at EMC Corporation. Team up with the world leader and achieve your own ambitious goals! EMC wants to talk to candidates interested in the following opportunity:


Service Account Manager




Provides focus within EMC for all Global Service issues to an EMC Global Account customer with multiple locations. Acts as EMC's ambassador to the customer and as the customer's representative within EMC. Oversees all Global services activity of the global account and provides consolidated information about all account activity. Attains high level of customer satisfaction with identified global account customers. Identifies and informs the assigned sales team and Professional Service Team of potential sales and services opportunities. Nurtures customer's relationship with EMC such that the customer regularly purchases EMC equipment. Ensures maximum correlation between customer needs and EMC Global services and products. Ensure that all aspect of EMC's value proposition are communicated and represented to the customer. Maybe required to manage a group of Strategic Account Mangers assigned to multiple locations of a defined Global Account.


Responsibilities



Identifies and facilitates the route of all technical queries and problem resolution from the customer to Corporate Technical Support and Engineering. Ensures suitable level of service personnel and activity during problem resolution at all locations. Valid driver's license.

Coordinates all aspects of ongoing service issues and implementations, technical assistance and direction for headquarter customers regarding EMC products and services at all location of the global account. Manage pre-installation site planning, layout, installations, upgrades and servicing of all EMC equipment in conjunction with Systems Engineering, Professional Services 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.

Assist with the selection and training of Strategic Account Managers assigned to a geographic segment of the global account. Works with the account team in both pre and post sales activities, creating strategies and leveraging new EMC business.

Conduct and lead account update meetings for the customer and EMC executives. Ensures contract compliance and performance levels in accordance with all service level agreements.

Co-ordinates activities with Account Personnel from Sales, System Engineering, Customer Service and Professional Services to ensure all customer needs are met. Compiles and maintains global account information including accurate customer records and demographic information. This would include names, positions, phone numbers, installation and billing addresses and co.

In conjunction with Professional Services and Sales, develop a joint account management plan (AMP) and execute against that plan. Passes leads and requests for quotes to the sales and Professional Services teams.

Manages all Global Service activity at an EMC Global Account. Represent EMC to the customer, ensuring that the customer is totally satisfied, while keeping EMC best interest in mind.



Experience and Education



Customer Service skills.

Project management skills.

Possesses strong product/technology/industry knowledge.

Presentation skills.

Masters (Non-Technical)

8-12 Years



EMC is an Equal Employment Opportunity employer that values the strength diversity brings to the workplace.


EMC does not accept unsolicited Agency Resumes. EMC will not pay fees to any third party agency or firm that does not have a signed "EMC Agency Fee Agreement".