Professional Services Account Manager

1 week ago

Raleigh, North Carolina, United States CMK Resources Inc Full time

Our client is a trailblazer in the storage industry and seeking a dynamic Professional Services Account Manager to join this global team In less than a decade, they've reached $1B in sales, and their growth continues to break records.

This role is a trusted advisor, supporting some of our clients' largest and most strategic accounts. You will own the customer service delivery relationship, manage on-boarding, support, services, adoption, training, renewal and maintenance tracking, up-selling, customer satisfaction, and education. You will be the customer advocate, bridging communication between various business functions. The Service Account Manager is essential to providing best-in-class service and support to enable successful deployment, delivery, and value realization of the products and services.

Responsibilities

  • Own the service delivery relationship for some of the largest and strategic accounts investing in these Pure Storage Professional Solutions.
  • Manage onboarding, support, services, adoption, training, and renewal processes.
  • Act as a customer advocate, bridging communication across internal teams.
  • Proactively communicate service updates regarding support escalations, incident tracking, problem identification, root cause analyses, and issue(s) resolution.
  • Serve as customer advocate and effective conduit into various internal teams, including Sales, Support, Engineering, and executive leadership.
  • Use executive level communication skills to effectively manage stakeholder relationships.
  • Act as a trusted advisor, advocate, and subject matter expert by conducting professional and relevant operational and strategic management reviews at a mutually-agreed-upon cadence; to include proactive risk analyses, deployments, migrations, capacity planning, and expansions.
  • Accelerate customer business priorities through strategic analyses and experiences.
  • Collaborate and build relationships with internal teams to identify new opportunities and business solutions with other SAMs, Designated Support Engineers, Escalations Team, SAM Leadership, PS Advanced Services Team, PS Implementation Team, Account Teams, Logistics, Customer Success Team, Renewals
  • Craft and deliver strategic customer experiences that increases customer contract value, customer satisfaction, and retention.
  • Develop, maintain, and share a deep understanding and knowledge of Pure Storage's products and services.
  • Participate in sales and services growth planning sessions.
  • Conduct quarterly onsite reviews and roadmap discussions.
Skills and Experience
  • Bachelor's Degree and around 5 years of experience in customer success, professional services, or similar roles preferred.
  • Excellent collaboration and organizational skills.
  • Ability to influence cross-functionally in a matrixed environment.
  • Intermediate project management skills
  • Intermediate technical understanding of customer IT environments and storage products
  • Intermediate conflict resolution and escalation management
  • Advanced problem solving
  • Advanced relationship management
  • Expert time management
  • Advanced presentation skills
  • Advanced customer service skills
  • Expert communication skills
  • Expert business writing skills
At CMK Resources, we value referrals If you know someone who would excel in this role, we'd love to hear from them.

CMK Resources is an information technology services company that is focused on providing storage and data management related professional services. Our mission is clear - accelerate the operational readiness and value of our customers' technology investments. CMK is built on a promise to provide a personal experience to every customer and consultant across our partnership ecosystem. With origins as an IT staffing company, CMK's talent acquisition team consistently identifies top-tier IT talent.

CMK has services-based partnerships with leading storage and data management technology providers, enterprise VARs and solution providers. We listen to customer challenges, understand upcoming projects, and recognize culture and technologies to identify the right solution with the right consultant. Our entire engagement and delivery model is led by our on-shore based industry-recognized experts. We provide unrivaled personal service, customer-centric services, and industry knowledge that transcends the competition.

CMK Resources, Inc. is an Equal Opportunity Employer and does not discriminate on the basis of Sex or gender identity, Mental disability or physical disability, Religion, Age, National origin or ethnicity, Sexual orientation, Marital status, Veteran status or Parental status. Notice: Depending on your specific placement, you may be required to prove that you have received the COVID-19 vaccine or have a valid religious or medical reason not to be vaccinated. CMK Resources, Inc. is an Equal Opportunity Employer and reasonable accommodations will be considered.

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