Location: Canberra, Australia
Function: (DEAI HV) GCSS
Requisition ID: R0130173
Overview
The Services Account Manager (SAM) is a key role within Hitachi Vantara, acting as the single point of contact between the service organization and its largest accounts. The SAM drives value for both the customer and Hitachi Vantara by proactively addressing customer needs and developing strong relationships with key individuals in the customer's organization.
Responsibilities
* Own the role as the management and escalation contact in relation to delivery of all Hitachi Vantara services; proactively share updates with the customer.
* Build new relationships within the customer organization, extending beyond primary points of contact, and maintain vendor relationships for all products deployed.
* Organize and conduct regular meetings with key teams to review account status and deliver customized reporting.
* Ensure solutions sold, installed, and implemented fulfill the customer's needs; oversee the Solutions Assurance Document (SAD).
* Coordinate escalation meetings and logistics, ensuring smooth handoff and data readiness.
* Document post‐mortem reports, rebuild trust, solicit survey feedback, and implement changes.
* Participate fully in account team, inform about customer developments, identify growth opportunities, and support sales meetings.
* Serve as internal expert on the customer's system and business objectives, ensuring accurate pre‐sales and implementation knowledge.
* Own the account support plan, coordinate smooth installs, and provide updates throughout the process.
* Develop an account safety net, proactively identify issues, and automate critical support and updates.
* Lead delivery of maintenance support services; coordinate CEs for routine maintenance and communications.
* Identify and implement opportunities for improving customer care internally and externally.
* Drive Customer Success: build a success plan, monitor account health, manage risks, and liaise with stakeholders.
Expectations and Goals
Internal and external goals are set, with key metrics including customer satisfaction, relationship building, service readiness, escalation response, and sales success.
Experience and Skillset
The SAM role requires a hybrid skillset: strong account management and technical leadership. Both areas are essential; individuals with only one skill exposing may need training.
Qualifications
* Bachelor's or Master's degree in Computer Science, IT, Engineering, or related field.
* 5+ years of experience, including at least 2 years in cloud solutions, data storage, or similar support capacity.
* Deep client‐facing experience, building presentations, and handling difficult situations.
* Exceptional customer service and relationship management skills.
* Experience in driving pre‐sales and consulting activities for data strategies.
* Strong presentation and sales skills for new products.
* Collaborative, solutions‐oriented approach with strong communication.
* Project management skills: set timelines, lead meetings, and communicate progress.
Personality
* Ability to work independently and collaboratively with a focus on results.
* Strong interpersonal, leadership, and organizational skills with a bias for action.
* Detail oriented and strives for excellence.
* Technically and business‐oriented.
* Open and authentic communication in all situations.
Equal Opportunity Employer
We are proud to say we are an equal‐opportunity employer and welcome all applicants without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success.
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