Account Support Manager

• Apply deep and broad technical background and knowledge of industry trends to operate several critical or high risk technology areas/customer groups
• Integrate technical knowledge and business understanding to create solutions for customer
• Mentor/consult with team members, other organizations, customers, and vendors on complex issues
• Act as a consultant in service delivery business, technology, industry or specific application
• Resolve technical and some business incidents independently
• Mentor/assist less-experienced team members on complex incidents
• Deliver strategic account support by proactively maintaining high-level technical, operational expertise and understanding of industry trends
• Review support plan for business indicators and map to company service solutions
• Develop and grow assigned customer account relationships with complex and strategic accounts
• Act as trusted advisor in the consultant role for customer and company sales teams
• Design and deliver support solutions using specific industry knowledge and expertise
• Assist Mission Critical or project manager in solution formation and lead Mission Critical delivery team in planning, delivering, and managing complex support solutions
• Provide suggestions for operational efficiencies
• Create and deliver Value Based Delivery (VBD) account plans for assigned accounts
• Lead Customer Expectation management as part of escalation process
• Give inputs to operational methods and programs that may affect the business management strategy in a geographic area

• Bachelor's degree preferred or Associate degree holder (technical field) with 6-8 years working experience in related fields desired
• In-depth knowledge of company and industry standard networked computing environments, operating systems, and applications
• Some in-depth knowledge of corporate organization and policies
• Thorough knowledge of company products and services offerings, company organization, competition, third party products and market trends
• Business, technical, or functional knowledge at the mastery level plus administrative or operations knowledge
• Anticipate Customer needs, develop proposed solutions, and build consensus
• Provide Mission Critical customer recommendations to improve processes
• Experienced knowledge of change management process and tools in complex environment
• Advanced skills in project management, communication, analysis, and presentation
• Expertise in area of focus and knowledgeable of future technology directions
• Mission Critical and ITIL certifications

Accountability, Active Learning, Active Listening, Bias, Business Growth, Change Management, Client Expectations Management, Coaching, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Centric Solutions, Customer Experience (CX), Customer Feedback, Customer Lifetime Value, Customer Relationship Management (CRM), Design Thinking, Empathy, Follow-Through, Growth Mindset, Infrastructure as a Service (IaaS), Intellectual Curiosity, Long Term Planning, Managing Ambiguity

• Health & Wellbeing
• Personal & Professional Development
• Unconditional Inclusion