Strategic Account Manager Job in Peoria, Illinois US

Strategic Account Manager

Requisition ID : 81850BR Job Description : GENERAL SUMMARY Provides focus and drives consistency in the execution of all Maintenance Support Services-MSS related matters to a strategic account/customer. Acts as EMC MSS ambassador to the customer and as the customer's representative within EMC. Individual leverages the support of local and corporate resources in managing and attaining a high level of customer satisfaction. Identifies, informs, and works with the account team on potential sales opportunities. Nurtures customer relationship and acts as a sales enabler to drive re-purchase loyalty toward EMC equipment and software. The individual ensures maximum correlation between customer requirements and EMC services to strive toward delivering consistent service levels by exceeding customer expectations. The Individual will be responsible for providing detail reporting and trending analysis using all MSS services tools. PRINCIPAL DUTIES AND RESPONSIBILITIES Ensures consistent communications between sales, TS as well as other MSS personnel. Also responsible for communication to the customer, Storage Administrators up to the Sr. Storage Director. Manages and coordinates the processing and implementation of all MSS changes, including changes related to customer requests, Field Change Order (FCO), EMC Technical Advisory (ETA), and reconfigurations. Maintains awareness of all service matters including Technical Solutions implementations and activities. Coordinates service activities with EMC account team and local MSS resource(s) to ensure all customer needs and expectations are met. Must have the ability to make sound judgment or decision during a major crisis. Functions as the single point-of-contact for service activities. Develops a joint Account Management Plan (AMP) and is responsible for executing against that plan in conjunction with Technical Solutions and Account Team. The AMP plan must include Escalation path and Processes, EMC Client Organizational charts and service. The AMP must also support best practices. Responsible for maintaining a high level of awareness of all service issues effecting the EMC product environment including proactive problem avoidance behavior and maintenance practices. Prepares and presents Field Change Order (FCO) and EMC Technical Advisory (ETA) materials to the account team and customer. Provides consolidated information in the form of reports on all service related account activity, eg- details on upgrade and execution. Develops a joint Account Management Plan (AMP) and execute against that plan in conjunction with Technical Solutions and account team. Maintains high level of awareness of service issues effecting the EMC product environment including proactive problem avoidance behavior and maintenance practices.Prepares and presents Field Change Order (FCO) and EMC Technical Advisory (ETA) materials to the account team and customer. Provides consolidated information in the form of reports on all service related account activity. Manages all commercial aspects of the service maintenance contract relationship with the customer. Ensures compliance levels are met in accordance with all maintenance contracted service level agreements. Attends regular review meetings with customer's operational personnel team. Presents all open cases and details regarding upcoming events. Participates in the planning, approval, and implementation of approved change management requests. Coordinates and drives change management process for the customer as well as ensures EMC's processes is executed against. Compiles and maintains account information; equipment portfolio, configurations, microcode status, installation dates, lease or purchase information, maintenance coverage levels, contracted coverage dates and renewal schedules. Conducts and leads MSS account review meetings with the customer. Account reviews will include open case load trending and measurements of EMC SLAs. Identifies, facilitates and ensures effective communication of all