Support Account Manager

Job Description

Responsibilities

• Develop excellent working relationships with the key individuals within your customer s operational team

• Work closely and collaboratively with resources across the VMware organization including Account Teams , Sales and Solution Engineers

• Maintain high - level technical knowledge of core VMware solutions and future product direction

• Act as the single point of contact for the management of key customer and/or partner relationships and work alongside internal teams to ensure overall customer satisfaction on behalf of Global Support Services.

• Facilitate the on boarding process of new accounts and manage access for users to the Premier Support contracts

• Conduct reg ular weekly or bi - weekly operational mee tings with the customer for case reviews to identify issue trends and opportunities for corrective actions. P rovide recurring status reporting for: support requests, status updates, known issue reviews and upcoming projects

• Proactive customer notification of training opportunities, product alerts, new KB articles and bug updates.

• Setup and manage the quarterly /annual operational reviews with the customer to discuss support trends and operating efficiencies

• Manage the overall customer support ex perience including setting and managing customer expectations, driving prioritization and advoc ate on behalf of the customer for issue resolution within Global Support Services

• Act as a first point of escalation for your customer, and collaborate with the Regional Escalation management team , Sales, Professional Services, Product Management to assign appropriate priority in driving complex escalations

• Become intimately acquainted with the customers business requirements, technical needs, systems, environment and support history. Identify solutions, have oversight and direct support requests to the proper teams and make use case information available to GSS staff when necessary to assist in problem resolution

• Work with VMware s engineering team to provide for mal feedback for incidents, causes and resolutions

• Assist the customer with support planning, upgrade and maintenance updates by providing recommendations and input on the customers implementation plan. Alerting GSS Staff of upcoming projects or after hou r activity and managing proactive support requests in relation to this

• Provide early access to known issue fixes via beta program

• Assist customer s outside of normal business hours if required

• Provide clear and constructive feedback to VMware support and program management teams based on customer experience and requirements

• Coordinate onsite visits in conjunction with TAM, Account Team and GSS Management

• Managing and updating the account document repository ensuring accuracy and completeness

Requirements

• B . S ., B.A., degree preferred or equivalent experience.

• Must be agile and able to adjust quickly to many different situations and challenges.

• Excellent attention to detail and s trong organizational skills with an ability to manage competing client demands

• Excellent communication, presentation and interpersonal skills including the ability to interact, communicate and build relationships with all levels of personnel from administ rators to C - level executives.

• Solid technical background in at least 2 of the following areas: data center infrastructure, operating systems, desktop deployments, Mobile device management, UEM, networking, security, system administration and technical architecture; preferably with industry certifications

• VCP: VMware Certified Professional 5.5 or greater, VMware Certified Professional Digital WorkSpace certification preferred.

• Must be a fast learner with the ability to explain technical concepts to a variety of audiences

• S trong analytical skills regarding technical and project management issues

• Strong understanding of strategic sales process

• Abilit y to travel up to 30 % (domestic & international)

• Previous experience as an account manager would be an added advantage

• Working days : Sunday - Thursday in alignment with Middle East region

Keyskills :
variety of audiencesmobile device management data center infrastructurevmware certified professional use casedata center sales pr