Job Description
The Services Account Manager (SAM) is a key role within Hitachi Vantara, acting first and foremost as the single point of contact between Hitachi Vantara's service organization and its largest accounts. The SAM role drives value for both the customer and Hitachi Vantara by proactively addressing customer needs and developing a strong relationship with key individuals in the customer's organization.
Responsibilities
* Own his/her role as the Management contact and escalation point for delivery of all Hitachi Vantara services, sharing updates and information with the customer on a frequent basis.
* Build networks through outreach and establish new relationships within the customer organization, extending beyond the primary points‐of‐contact.
* Organize and conduct regular meetings and communications with key teams to review account status and provide customized reporting.
* Ensure the solutions sold, installed, and implemented at the customer's site fulfill their needs, owning the solutions assurance process and overseeing the Solutions Assurance Document.
* Act as the quarterback for escalations by coordinating customer meetings, communicating with the customer, and aligning escalation logistics with the customer's internal team.
* Complete and review incident reports detailing events and root causes, conduct post‐mortem communication, solicit survey feedback, and drive implementation of changes.
* Participate in the account team, keeping the team apprised of customer developments and maximizing growth opportunities, including renewals and new product introductions.
* Act as the internal expert on the customer's system, service history, and future objectives, ensuring proposed solutions meet business needs.
* Own the account support plan, coordinate a smooth install, and work with CS&S engineers, Resource Management, and Global Support to resolve incidents.
* Develop and implement an account safety net, proactively identifying issues and automation opportunities.
* Lead delivery of maintenance support services, coordinating core engineers for routine maintenance, break‐fix, and communication.
* Identify and drive continuous improvement opportunities to enhance customer care and support effectiveness.
* When required, take on Customer Success responsibilities: manage product adoption, retention, expansion, and advocacy, build and execute a Customer Success Plan, and serve as the main liaison among Hitachi Vantara stakeholders.
Expectations and Goals
The SAM role has internal and external goals, including individual measures and Hitachi Vantara benchmarks. Key metrics include customer satisfaction, relationship building, account readiness, escalation response, and sales success.
Experience and Skillset
* Account Management Skills – Comfortable reaching out to new people, building connections, deepening existing relationships, and participating in sales meetings and discussions of products and services.
* Technical Leadership Skills – Able to communicate technical details internally and to customers, understand customer systems, translate technical specifics into non‐technical language, build reporting, coordinate installs, and monitor product health.
Qualifications
* Bachelor's or Master's degree in computer science, information technology, engineering or a related field.
* 5+ years of experience, at least 2 years in a cloud solution, data storage or similar support capacity.
* Demonstrated deep experience with client‐facing interactions, building presentations, and handling difficult situations.
* Proven ability to provide exceptional customer service and develop/manage customer relationships.
* Experience driving pre‐sales and consulting activities to implement data strategies and solutions.
* Demonstrated ability to present and sell new products to support the client's environment.
* Collaborative, solutions‐oriented approach with strong communication skills.
* Capability to project manage, set timelines, lead meetings, and communicate progress.
Personality
* Works 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.
* Communicates openly and authentically in all situations.
We're proud to say we're an equal opportunity employer and welcome all applicants for employment without attention 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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