Account Support Manager
My globally dominant NASDAQ listed client provides turnkey technology solutions to some of the most recognizable businesses in the world. With a long history of innovation and market leading growth, they are envied by a lagging list of competitors who can’t gain traction in a loyal market. Recently, a position was identified within the Services arm for a dedicated Services Account Support Executive to play an integral part in the APAC business units drive to lift service delivery and meet customer specific SLA’s.
Your role, reporting to the Account Support Director, will work closely with Service Delivery and Sales in the support of a select group of major customers. You will interact with key customer contacts to understand their perspective on service performance, identifying areas for service improvement in the analysis of service delivery results. You will assess individual customer contracts/SLA’s and compare this to delivery results by the various divisions involved in service support to those customers. You will indentify and escalate serious service issues to senior stakeholders. You will work to identify new service opportunities and be instrumental in building customer confidence to continue service relationships based on your outstanding relationships.
- Salary - 80k Base Plus Super plus Bonus.
The following are key responsibilities within this role:
- Communicate specific SLA requirements to international locations (Global Service Managers and Customer Service Country Managers).
- Provide information to the Logistics Analyst for account-specific Parts Plans.
- Update the Account Support Plan as required.
- Assist with determining Out-of-Scope services rendered to the customer.
- Participate in installation planning sessions.
- Actively assist in SLA commitments including running the SLA monitoring tool daily.
- Attend vendor and customer meetings when required.
- Analyze account-specific subcontractor performance and match to SLA requirements for compliance.
- Perform analysis on all SLA penalties for all service delivery contracts
- Ensure the customer uses the proper primary escalation contacts/processes
To be eligible for interview, you will possess the following:
- Bachelor’s degree in Business Administration or Computer Science
- At least 3 – 4 years of experience in servicing managed services accounts
- Exposed to technical environments within managed services in a financial institution
- Analytical and able to translate data to business requirements to improve or add value to the managed services contract
- Ability to understand Service Level Agreements and manage the performance
- Strong problem solving skills
- Excellent communication – verbal and written
- Highly proficient with Microsoft Office Suite software
- Fast learner and ability to adapt in a fast-paced, cross functional team environment
- Candidates who have recently worked for Fujitsu or another similar services business are encouraged to apply
If you believe this opportunity may suit your skill set, please apply now to kane@talongroup.com.au for a confidential discussion.