Support Account Manager Job Description
Support account manager
provides hardware and limited software support across multiple supplier/product lines converged solutions, specific focus on server, storage and networking for HPE and EMC.
Support Account Manager Duties & Responsibilities
To write an effective support account manager job description, begin by listing detailed duties, responsibilities and expectations. We have included support account manager job description templates that you can modify and use.
Sample responsibilities for this position include:
Coordinate efforts and assist Application Specialist with technical product and customer support, troubleshooting and training
Coordinate efforts and assist Application Specialists with technical product support, troubleshooting and training
Identifies program improvement opportunities that yield an increase in efficiency, , training, and recommendations that may be useful to the customers (system or product upgrades), patches
Serves as the customers single point of contact for highest severity issues
Position responsible for ensuring contractual obligations with customers are met on a Service Request and systems basis
Actively assist in SLA commitments including running the SLA monitoring tool daily
Isolates problems and creates resolution plans
Identify new technologies for equipment as required based upon application, customer and field engineering needs, and recommends best solution to improve customer operations
Prepare and promptly submit all administrative and technical reports as requested to Regional Manager and advises of all field tests or installation requirements that need assistance from Application Engineering, Existing Equipment Engineering, and territory Application Specialist
Responsible for auditing, documenting and updating customer installed base line survey information in our database
Support Account Manager Qualifications
Qualifications for a job description may include education, certification, and experience.
Licensing or Certifications for Support Account Manager
List any licenses or certifications required by the position: CISSP, TIA, ITIL, NCDA, PMP, PMI, IAT, NCIE
Education for Support Account Manager
Typically a job would require a certain level of education.
Employers hiring for the support account manager job most commonly would prefer for their future employee to have a relevant degree such as Bachelor's and Associate Degree in Computer Science, Technical, Management, Science, Education, Electrical Engineering, Engineering, Marketing, Business, Leadership
Skills for Support Account Manager
Desired skills for support account manager include:
Virtualization Technology
Storage
Integration
Software
Troubleshooting
Upgrading
Core VMware solutions and future product direction
Networking
Data security hardware
Maintenance of client/server operations
Desired experience for support account manager includes:
Block Technology
Netcache
Travel to the customers domestic sites and other global sites as necessary
Carry a pager and a cell phone 24x7 for after hours on-call support for critical issues
Industry certifications, such as MCSE, CCNA/CCNP/CCIE, OCA/OCP/OCM, Sun Solaris, IMB AIX, Brocade, Veritas, , is desired
Account management and project management experience is strongly desired
Support Account Manager Examples
1
Support Account Manager Job Description
Job Description Example
Our company is growing rapidly and is hiring for a support account manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for support account manager
- Provide on-site technical support to customers to promote Adhesives Systems
- Identify new technologies for applications as required based upon application, customer and field engineering needs, and recommends best solution to improve customer operations
- Expected to operate on the customer site during business hours and will be expected to schedule and maintain a core team for out of business hours remote support
- Will be called upon to periodically review resource levels with the customer and negotiate on a six monthly basis to ensure resource levels are optimised
- Maintains assigned customer contact and provides status updates for all outstanding issues
- Reviews product documentation for technical accuracy, consistency, and user’s point of view
- Assist with process improvement relating to quality issues that are discovered
- Hold regular, scheduled calls with customer accounts to provide guidance and advice on forward-looking plans, understand and provide a current status of open technical issues
- Manager may be expected to perform some or all of the duties listed other duties as assigned
- Track and Manage all support incidents for your customers
Qualifications for support account manager
- Industry Knowledge in Architecture, Construction, Civil Infrastructure, Manufacturing/Mechanical, and/or Media and Entertainment
- At least 5+ years’ Service Level Management or Account Management experience (preferably post sales)
- Able to accommodate domestic and/or international travel up to 25%
- ITIL Service Level Manager certification a plus
- English – Native or working proficiency
- ITIL Service Level Manager certification an advantage
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Support Account Manager Job Description
Job Description Example
Our company is looking to fill the role of support account manager. To join our growing team, please review the list of responsibilities and qualifications.
Responsibilities for support account manager
- Support the sales team on new business development and account management strategies
- Partner with account executives and clients to establish communication plans
- Customize marketing collateral for each communication initiative
- Manage communication campaigns with the sales team and clients to ensure timely deployment of messaging
- Track and evaluate all communication efforts
- Partner with internal stakeholders within the sales and marketing teams to advance and evolve our strategies
- Attend onsite client events and education fairs
- Identify employee learners to serve in as ambassadors and referral generators through social media
- Utilization of the Quality Management System (QMS) to track all issues, report on the follow-through and communication of such, and report trends of frequent issues and/or high-risk areas
- Communicate the Scope of Service to the customer and explain any Out-of-Scope services rendered to the customer
Qualifications for support account manager
- Industry Knowledge in Architecture, Construction, Civil Infrastructure and/or Manufacturing/Mechanical an advantage
- Japanese – Native or working proficiency
- Excellent written and verbal communication skills in English and German are mandatory
- Excellent interpersonal communication and customer service skills in order to collaborate successfully with customers and cross functional teams, influence behavior and drive actions
- Escalation and/or Problem management experience is strongly desired
- Proven ability to professionally handle conflicts and to effectively manage customer expectations
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Support Account Manager Job Description
Job Description Example
Our growing company is searching for experienced candidates for the position of support account manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for support account manager
- Prepare and present quarterly support business reviews with the customer
- Alert GSS to customer special projects such as upgrades, migrations or after hour activities
- Conduct weekly or biweekly meetings for case reviews to identify issue trends and opportunities for corrective actions
- Coordinate onsite visits in conjunction with TAM and TSM
- Are you able to consult effectively, build and maintain relationships at all levels including both internal and external customers?
- Do you have demonstrated experience in managing large scale accounts?
- Do you possess multi-tasking, coordination and follow through skills to keep the business organised and proactive?
- Work directly with buyer on a day to day basis to assist with ADS, Programming and SKU assortment and placement
- Work directly with buyer on a day to day basis on all special projects pertaining to driving the category growth
- Provide Standardized business tools and processes, system automation and integrations, Data reporting methodology and validation, sharing of best practices, scorecard results and ability to analyze the above and produce action plan
Qualifications for support account manager
- Ability to integrate diverse perspectives in critical situations to aid issue resolution
- Ability to engage on a sales level to promote the Support Account Manager Service both internally with customers
- Regular attendance at internal sales/district meetings to identify possible sales opportunities for this service and the ability to peruse these opportunities with relevant stakeholders
- Demonstrated ability to build and maintain strong relationships with large enterprise customers
- 5 years of experience in a similar role (Customer Success Management, Support Account Management or other related relationship role)
- Able to accommodate domestic and/or international travel (up to 25% of time)
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Support Account Manager Job Description
Job Description Example
Our company is growing rapidly and is hiring for a support account manager. If you are looking for an exciting place to work, please take a look at the list of qualifications below.
Responsibilities for support account manager
- Organize, analyze and communicate market information utilizing appropriate technology and systems
- Define the categories, target specific consumers, plan merchandising efforts, implement strategies and evaluate results using category management principles within assigned account(s)
- Utilize the principles of category management to produce consumer focused marketing plans that will assist in driving positive business trends
- Develop sales arguments which are data driven and commercially viable to decision makers
- Work collaboratively with retailer, supplier and Young's to maintain and develop product knowledge and strategies to assist with presentations and activate account action plans
- Establish and maintain productive supplier and key customer relationships
- Monitor plan and adjust necessary to deliver plan
- Meet and develop a working relationship/partnership with assigned chain account at all necessary levels and with all necessary departments
- Understand the company’s business objectives, supplier’s brands and their positioning within the marketplace
- Effectively present the entire company portfolio and driving results of all company and supplier initiatives within assigned account(s)
Qualifications for support account manager
- A history of Customer Success Management, Support Account Management or other related relationship role(s)
- Excellent written and verbal communication skills, German and Englisch
- Escalation management experience is strongly desired
- Or the ability to quickly acquire this knowledge
- Able to interact effectively with TSE/EE/PS/EPS on all technical matters, capable of preparing RCA and understand its wider technical context
- Able to drive discussions with account teams on root-cause analyses beyond filer-level
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Support Account Manager Job Description
Job Description Example
Our innovative and growing company is searching for experienced candidates for the position of support account manager. We appreciate you taking the time to review the list of qualifications and to apply for the position. If you don’t fill all of the qualifications, you may still be considered depending on your level of experience.
Responsibilities for support account manager
- Maintain up-to-date and accurate records for all assigned accounts (DSD price sheets, cluster changes, store openings/closings)
- Complete and submit prompt and accurate reports
- Provide support request (SR) escaltion and management
- Facilitate regular review meetings, status updates and progress reports
- Provide trend analysis and feedback based on your support activity
- Design a customized support plan to help ensure quick escalation and resource allocation
- Proactive and reactive services
- Lead customer workshops and drive new activities at the customer site
- Plan and lead monthly meetings onsite assigned customers
- Take care of customer reported incidents and document more complex issues that need the collaboration of other specialists
Qualifications for support account manager
- Participate, contribute and drive cross-functional and/or SME teams, able to perform as global lead on cross-functional projects, trusted advisor for SAM management team
- Possesses at least one deep-level technical specialization or deep account management/soft skills
- Able to train groups of SAMs in one or several specialization areas (technical or account management/ soft- skills), act as sounding board for SAM management, able to advise on new training plans and initiatives
- Able to initiate change & innovation plans
- Able to perform as technical SAM lead and interact with engineering independently
- Excellent interpersonal communication and customer service skills as needed in order work successfully with customers, and cross functional teams to help to increase sales