Service Account Manager - Managed Services

The primary responsibility of the Service Account Manager (SAM) is to:

* Manage the overall and ongoing CDW HMS business relationship with multiple, large managed services customers through proactive, open, responsive and collaborative account management.

* Billing and Invoice Processing: Attention to detail. On a monthly basis, the SAM reviews, approves and delivers clear and accurate invoicing.

* Request Processing: Receives, prioritizes, monitors and delivers customer requests based on the service level agreement and customers' needs.

* Service Level Management: On a monthly basis, maintains service levels as arranged with the customer. SAM escalates issues when the service levels are not being met.

* Ticket management: Monitors customers' incidents to insure they're being prioritized and processed as expected.

* Engineering Resource Coordination: Works with the Lead Engineer regarding resource assignment and execution.

* Reporting and Documentation: On a regular basis or when requested by customer, delivers information either through an onsite or online mechanism. This includes monthly, quarterly and adhoc information.

* Situation Management: In the event of a high severity situation >30 minutes, assumes an extended communication role acting as advocate for both the customer and CDW HMS to resume business operations as soon as possible.

* Process Improvement: Continually look for ways to improve CDW HMS processes.

* Project Management: Manage small projects consisting of project management time up to 40 hours.

Additional Responsibilities:

* Monthly or Quarterly presentations/reports

* Internal project participation (projects that impact HMS customer or the SAM role)

* Process improvements to SAM role

* Coaching and mentoring SAMs and Associate SAMs

* Resolve complex customer issues utilizing multiple data points

Organizational Relationships:

* Reports to the Client Support Manager.

* Works closely with HMS Engineers, Project Managers and Sales Specialists along with the Advanced Technology Account Executives (ATAE)


Minimum Basic Qualifications:

* Bachelor's degree in IT, Business or a related field or equivalent experience

* Five to seven years of experience in IT relationship management, project management or account management

* Four to six years experience in service account management with multiple, large customers utilizing IT availability managed services

* IT infrastructure project management experiences where project manager's effort exceeds forty hours

* IT knowledgeable to manage the HMS Service Catalog with customers

* ITIL Foundation Certification

Other Required Qualifications:

* Excellent communication skills - verbal and written. Includes handling IT terminology with diverse customer audiences.

* Demonstrated ability to multi-task while handling multiple customers.

Job Category: Engineering General

Job Type: Full-Time

Travel Percentage: 10%

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