POSITION SUMMARY: BASIC FUNCTION
The Service Delivery Account Manager is assigned clients for service adoption/execution, client expansion and retention/renewal. Oversees a standard suite of services that includes implementation of IT infrastructure and multiple managed services for a large volume of small, medium and enterprise client base (Retail focus). Regular, predictable attendance is essential for satisfactory performance.
ESSENTIAL DUTIES & RESPONSIBILITIES
Manages assigned client accounts starting in the sales engagement phase throughout the client lifecycle (Renewal or Termination).
Assigned to the client during the initial sales engagement cycle to understand client requirements.
Establishes and manages client relationships.
Interfaces with Service Delivery deployment teams to assure that the client requirements are satisfied, and supports timely client billing.
Interfaces with Sales to provide a proactive focus on top accounts to support relationship building with top contacts to identify growth opportunities, service improvements, and churn risks.
Works with Sales Account Managers to identify new revenue opportunities, collect requirements/specifications, and trigger change order process to include bandwidth and monthly power bursts.
Maintains a churn risk score and works with account team to identify opportunities to reduce churn risk ahead of the client renewal phase.
Consults with the account team to determine appropriate renewal strategy that aligns with the current churn risk estimates.
Drives client participation in periodic and transactional client satisfaction measurement systems. Works with internal teams to address improvement feedback, and closes the loop with client.
Supports the identification of client top contact candidates (Promotors) for RagingWire sales and marketing efforts (Event participation, referrals, references, and case studies).
Manages client de-installation projections to ensure inventory is re-conditioned and returned to inventory as well as proper accounting for associated costs.
Provides interface support between RagingWire operational teams and the client to drive service adoption, improvement, and issue resolution. Works directly with clients to assure that adhere to the data center standards.
Maintains timely and accurate client data in all internal sales tools (i.e.: Salesforce, SharePoint, etc.) to include Top Account and Top Contacts.
Documents and publishes meeting agendas and associated minutes.
Adheres to pre-defined departmental policies, processes, and procedures to provide high level of process consistency. Recommends and supports continuous improvements to processes and procedures.
Supports strategic departmental objectives, as assigned.
Performs other tasks as assigned.
KNOWLEDGE, SKILLS & ABILITIES
Strong proficiency with MS Windows and Office Suite (Word, Excel, PowerPoint, Project)
Working knowledge of MS SharePoint and Visio.
Working knowledge of Salesforce or equivalent CRM tools and Oracle.
Principles of Client Experience and Client Success to support the client lifecycle.
Knowledge of IT infrastructure preferred
Knowledge of IT managed services and/or cloud computing a plus
Knowledge of ITIL, SSAE16, ISO-27001 and other industry standards a plus
Possess excellent problem solving, critical thinking and interpersonal skills
Possess excellent verbal and written communication skills
Possess excellent customer service skills
Highly motivated self-starter
Ability to multi-task and manage changing priorities, frequently within tight deadlines
EDUCATION & EXPERIENCE
B/S degree or equivalent education and/or relevant work experience required.
Must have a minimum of 3--5 years data center co-location industry experience.
PMP certification preferred.
Primarily sitting with some walking, standing, and bending.
Able to hear and speak with others and to use a telephone and 2-way radio.
Close visual work on a computer terminal.
Dexterity of hands and fingers to operate any required to operate computer keyboard, mouse, and other technical instruments.
Ability to lift and carry objects weighing up to 20 pounds.
Data Center and typical office environment.
Extensive daily usage of a computer and/or workstation keyboards and terminals.
Work on site; no telecommuting.
Periodic travel to other locations, customer or vendor sites.
Must be able to respond to emergency situations at the data center.
Responsible to carry a cell phone and provide 24 x 7 support as needed.
Must be willing to work outside normal business hours, including weekends, late nights, holidays.
Must possess a current, valid state issued driver's license.