Strategic Account Manager WaveLink
THIS JOB HAS EXPIRED Company Summary:
We work in partnership with our customers to reduce IT complexity, protect and manage assets and enable IT organizations to provide a high level of service to their business. Our employees and partners strive to be the most proactive in the industry as we implement our customer focus strategy. That customer focus strategy is driven by the following core values: innovation, accountability, teamwork and trust. Thousands of customers worldwide actively use our proven solutions for systems lifecycle management, endpoint security management, and IT service management. LANDesk products are built upon our open Management Automation Platform, and research firms like Gartner and Forrester consistently rank LANDesk as an industry leader.
The Strategic Account Manager provides a high-level single point of contact for LANDesk Global Enterprise named accounts. Based on their expertise, they will act as a ?trusted advisor? to their clients and will be relied upon to provide advice and recommendations. The SAM will act as a client advocate throughout the LANDesk organization. By maintaining a long-term relationship with their customers, a Strategic Account Manager gains an understanding of their IT customers? impact on overall business, their strategic goals, and their pain points. This understanding is used to create a Service Delivery Plan ensuring their customers' operational success with LANDesk products. Along with solving technical issues, driving customer ROI is a key function of this role. The SAM will also create awareness of new opportunities for the sales and renewals teams. This position is the single point of contact for top tier customers.
Act as the support account manager for assigned group of customers. Managing up to 50 assigned accounts primarily at the mid to high Premium account levels. Effectively manage and liaise with each customer and organization in LANDesk through all aspects of the customer lifecycle (Onboarding,Training, Consulting, Support, and Renewal)
Participate in scoping and pre-engagement calls.
Coordinate with consulting organization on scope creation and distribution and all project related documentation
Involved project management for larger consulting engagements
Consolidation of communications to ensure entire internal account team is on the same page
Develop a close working relationship with each assigned customer, to understand business needs and help identify ROI opportunities.
Provides quarterly value statements to customers
Quickly identify problems and concerns and identify solutions or action plans to resolve the issue. This includes coordination of customer escalations with Global Services management, engineers, and product management.
Reconcile conflicting points of view, and balance the needs and desires of the customer with LANDesk's best interests, while maintaining effective working relationships.
Each SAM, although part of a team, works independently, with little supervision, and must utilize extensive initiative in managing their accounts.
Must use sound judgment, within broadly defined practices and processes, to resolve support related problems.
Develop new service opportunities by coordinating and recommending optional services such as TAM, onsite support, training, upgrade in service level, consulting, and training.
Required Skills and Experience:
Minimum 4 year's of work experience in customer service in the software industry
3 year's of experience as a strategic account manager or technical account manager within a global services organization
Working knowledge of OEM or partner products and services
Proven ability to balance priorities based on the strategic value of each project or assignment
Demonstrated ability in client communication, project management, negotiation, and problem solving skills.
Exceptional interpersonal skills.
Advanced computer literacy
Proven experience with online and face to face customer presentations
Strong organizational skills with ability to handle various tasks; attention to detail
Must be able to work well with others as part of a team
Comprehensive understanding of all LANDesk products and solutions
Certified LANDesk Administrator/Engineer (CLA/CLE)
ITIL certified professional
Microsoft Certified Professional (MCP, MCSA, MCSE or MCDBA)
4 year BS/BA degree or equivalent experience in business or a technical field
Up to 30% of the time to customer sites
||South Jordan, UT |
THIS JOB HAS EXPIRED