Job Function : Sales/Business Development
Specialization : Sales Exec./Officer
Industry : IT-Software
Qualification : School & Graduation - Any Graduate
Experience : 6 - 11
Location : Bengaluru/ Bangalore
Key Skills : Engagement Manager
JOB DESCRIPTION :
Job Description:-
Job Summary:
As an Engagement Manager you are the operational contact for selected enterprise customers. Your role will be to drive overall service account management to ensure consistency of global service delivery and attainment of service level agreements that align to Enterprise customers stated operational goals. This includes incident and relationship management for customers, within NetApp s National Global Services group, and as a part of the overall NetApp account team with a focus on meeting account services requirements and driving services business development opportunities. This position requires a dynamic, results-driven, and customer focused professional, with good oral and written communication skills. In addition, the Enterprise Services Manager must have effective negotiation skills, customer management skills, strategic vision, and strong interpersonal skills to effectively handle stress management and dispute resolution situations successfully.
Essential Functions:
The Engagement Managerfocuses on customer advocacy, service account management and business development. The essential functions within these three areas are described as follows:
Customer Advocacy
Act as the customer advocate for service related issues.
Provide information and recommendations for issue resolution and co-ordinates actions to resolve issues both in the immediate term and by creating or improving processes to prevent incidents recurring in the long term.
Manage incidents and escalations to resolution by effectively engaging multiple functions such as the Global Support Centers, Service Logistics, Professional Services, Sales and Service Providers.
Track all ongoing issues/actions to resolution. Proactively monitor and provide incident reporting to assigned customers. Responsible for setting the correct expectations within the bounds of contract, policy and resource.
Initiate and influence service process improvements and best practices within the customer environment and internally, to achieve high availability and optimize the customer experience.
Service Account Management
Participate in account management reviews with Sales teams and visits assigned customers on a regular basis to identify and follow-up on service support needs.
Prepare and deliver regular service delivery and operational performance reports to customer s management team, and make recommendations for operational improvements relating to all deployed systems.
Maintain an Account Support Plan which details roles, responsibilities and deliverables of NetApp account team, and client account team, for mission critical systems, as determined by contract level.
Work with the customers to proactively identify and resolve potential issues to achieve high system availability.
Drive mission critical best practices and standards for optimal performance in the corporate/data center environment.
Manage customer demands within the scope of NetApp deliverables, in a fiscally responsible manner.
Business Development
Work with the global and country account teams in both pre- and post sales activities creating strategies for leveraging new NetApp business opportunities.
Work closely with Global Service Managers (GSM) to coordinate the deployment of new systems within the customers enterprise.
Coordinate and obtain the necessary Professional Services and partner resources for the effective delivery of billable and/or remedial projects.
Manage contract renewal activity with the global and country Sales teams to ensure seamless service for operational systems.
Desired Profile
Requirements:
Prior experience in a professional services and support management role including interaction with senior level customers; ideally with experience in storage or data center operations.
Ability to influence NetApps and customer s strategic and operational decision making.
Broad exposure to a variety of technologie
COMPANY DESCRIPTION :
NetApp creates innovative storage and data management solutions that help our customers accelerate business breakthroughs and achieve outstanding cost efficiency. Our dedication to principles of simplicity, innovation, and customer success has made us one of the fastest-growing storage and data management providers today .
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