Client
Our client is a global market leading technology multinational.
Role and Responsibilities:
- Primary representative for our client’s Technical Services organization in the field and will be the key liaison and advisor for all things related to Support for Customers, Partners and Account Teams in the Region.
- Proactively communicate service updates regarding support escalations, incident tracking, problem identification, root cause analysis, and issue(s) resolution
- Responsible for delivering our Technical Services presentations to customers and prospects, delivering Root Cause Analysis RCAs remote/in person.
- Advocate customer needs/issues across organizations, ensure an optimal customer experience, develop and maintain strong relationships with customer contacts and understand customer processes, teams, and environment to expedite engagement and time to resolution.
- Solicit customer feedback on the overall experience (Product and service), channel feedback into the support organization leaders, ensure any nuances are highlighted and addressed by working with cross-functional teams (Support, Executive Leadership, Engineering, Sales, Legal Product Management, etc) so a world class customer support experience can be delivered.
- Manage customer escalations, take ownership of a crisis from beginning to end while working with cross-functional teams to ensure appropriate resources have been engaged to resolve the issue and deliver any follow-through actions.
- Conduct a monthly/quarterly Regional Technical Services presentation with content to promote knowledge sharing, best practices, and updates to internal process changes.
- Develop a technical understanding of our clients products, service offerings and known issues to help drive proactive/reactive and effective incident management.
- As an SDM, lead and engage in key initiatives within the SDM and Technical Services organizations such as KPIs, SDM Workload optimization, enhancing overall account team collaboration, and expanding SDM value realization with Sales leadership.
- Create and maintain multiple Operational and Productivity reports including adhoc to assist leadership in making critical business decisions.
- Lead, create, develop and execute continuous improvement initiatives to realize improved service delivery capabilities and performance to enhance the customer experience.
- Coach, mentor and be responsible for onboarding of new SDMs
Requirements
- Minimum of 10 years of experience supporting Fortune 500 companies, preferably in enterprise storage, virtualization, networking, or enterprise applications industry.
- Develop, build and maintain strong client relationships with key stakeholders based on honesty and transparency in the region
- Display a strong sense of urgency and ability to manage crises, sometimes outside of regular working hours with a customer-first mindset.
- Knowledge and expertise in a Multi Account Management role, Escalation Management, and a technical aptitude to learn our clients Technology and Portfolio offerings.
- Ability to prioritize workload for a large number of accounts and possess excellent organizational skills in managing multiple escalations.
- Knowledge in Salesforce and ServiceNow experience preferred.
- Customer/Partner focused, understanding the customer requirements and delivering on commitments while working with field teams, GSAMs, and back-end resources
- Strong written, verbal, and presentation skills, including the ability to deliver technical IR/ RCA documents.
- Ability to work effectively in high-stress situations and engage with vital and strategic accounts at all levels.
- Strong Conflict Resolution skills and ability to drive difficult conversations.
- Excels in highly stressful situations and commitment to problem-solving, with a whatever it takes approach and the customer being the prime focus with engagements at all levels.
- Willing and able to travel throughout the Region.
The Rewards:
As a reward for your commitment to this role you will receive an excellent salary and a competitive benefits package.
Contact:
Please contact Michael Brennan at Software Placements on +353 (0)1 525 4641 or email your C.V in Word/pdf format to mbrennan@softwareplacements.ie.