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IT Service account manager

1 month ago

Singapore MTS GLOBAL PTE. LTD. Full time
Roles & Responsibilities

A key member of the Pure Customer Success based in Singapore, the Service Account Manager (SAM) supports our largest and most strategically important ASEAN and GC customers.

You will be assigned to and responsible for a specific area, region, or division with site locations as specified in account service plan, builds relationships within account(s) to become a support services trusted advisor focused on the total customer experience and satisfaction. Individual leverages various Pure resources to ensure incident resolution, drives proactive activities promoting system health and customer satisfaction. Provides detailed customer reporting using a cross section of services tools and applications. Collaborates with Pure account teams to understand the business strategy and supports sales opportunities. The individual will be responsible for basic account management as either part of a larger SAM team or for a customer(s) with smaller install bases.

Principal Duties & Responsibilities

● Functions as the single point-of-contact for service activities, educates the customer on Pure service delivery, tools and interfaces.

● Communicates relevant service updates and recommendations to both internal account team & external customers to ensure a level of compliance and performance

● Collaborates with Pure resources and customer during escalations

● Leverages phone home data analysis to provide customer environment insight

● Accountable for Change control management to ensure stability of environments

● Works with the customer to proactively identify and resolve potential issues to achieve high system availability

● Attends customer site occasionally (at least once per month) or as appropriate and travel as required (25% travel)

● Provides monthly and quarterly reports to proactively inform customer of overall account status, including ongoing service activities, recommendations for further risk mitigation, updates on incident solution and progress of upgrades and enhancements

● Leads preparation for customer quarterly business review

● Interacts regularly with the operations team at the customer site

● Assists in ensuring accuracy of service maintenance contracts billing

WHAT YOU'LL NEED TO BRING TO THIS ROLE...

● Technical expertise in storage technology, IT infrastructure, system engineering, Flash Array technology and wide area of IT general knowledge (software and hardware).

● Builds relationships and effective networks in ASEAN (South East Asia) and GC (HK and Taiwan). Ability to communicate in 1 or more relevant languages used in the region is preferred.

● Ability to influence cross functionally and in a matrix environment

● Strong communication skills (written, verbal and listening)

● Complex problem solving

● Collaboration

● Possesses operational command of the business

● Possesses strong product/technology/industry knowledge

● Education & Experience Required

● Bachelors (Technical)

● ITIL Foundation (desired)

● 8-12 years relevant experience (customer facing, large accounts, industry related)

● More than 17 years of overall IT experience

Tell employers what skills you have

Account Management
Microsoft Excel
Customer Experience
Hardware
Customer Success
Business Strategy
Complex Problem Solving
Account Servicing
Communication Skills
Change Control
Flash
Customer Satisfaction
ITIL
Able To Work Independently
Service Delivery