Manager, Service Account Management
West Conshohocken , Pennsylvania
January 12, 2017
**Job Description:** **GENERAL SUMMARY** Responsible for the Region based service account management team; this senior level individual coordinates all aspects of ongoing service issues in assigned SAM account(s). Ensures that customer's agreed expectations are met on a predictable and consistent basis. Trains and develops Service Account Managers within the assigned Region, and is accountable for the development, documentation and implementation of Best Practices for the Service Account Manager team. **PRINCIPAL DUTIES AND RESPONSIBILITIES:** + Provide support to all Service Account Managers within assigned Region on issues such as management of difficult accounts, high quality customer communications, service action planning and scheduling + Support EMC Business for the Region in Strategic Account implementing SAM''s Services with Sales and TS + Coordinates activities with account sales representative, pre-sales system engineering and local customer service to ensure all customer needs and expectations are met + Monitors daily account activity within assigned area and assigns service request as required for optimum performance and customer satisfaction + Maintains proficiency in servicing customer hardware and software + Maintains high level of awareness of all issues potentially affecting the EMC product environment, including changes in hardware, software and network capabilities + Provides accurate and timely input of alert status information to assure proper escalation procedures are followed. Personally follows-up on escalations until problem is resolved + Communicates directly with the Customer when required + Assists local personnel in resolving customer relation issues while keeping the service management team and sales representatives appraised + Actively monitors local customer service personnel performance and makes recommendations to management on supplemental training required to properly support currently installed EMC products as well as new products that will be introduced to the environment, in conjunction with Professional Services and Sales, develop a joint business plan on SAM Offering + May include but not exhaustive: Opportunities review, SAM Value Proposition presentation to customer, pre-sales activities, proposals and follow up with Accounts Teams + Ensure Appropriate Communication and Knowledge Sharing (best practices) within the regional SAM Community. Performs other duties as assigned + EMC Proven Professional Certification desired **SKILLS:** + Communication skills + Organizational skills + Presentation skills + Leadership Skills + Possesses operational command of the business + Possesses strong product/technology/industry knowledge + Ability to lead, motivate and direct a workgroup **EMC Values:** When you choose our company, you join a diverse world of innovative thought leaders. At our core is a commitment to workplace diversity, the sustainability of our planet, and community corporate involvement. We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities-all to create a compelling and rewarding work environment. We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. We encourage applicants of all ages. **Critical Hiring Criteria:** **Functional Area(s):** Customer Service & Support **Business:** EMC GES **Business Unit:** 200 - STORAGE CORPORATE **Location:** US - Maryland - Columbia, US - Virginia - McLean, US - Pennsylvania - West Conshohocken **AutoReqId:** 173191BR

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