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.
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
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.
Service Account Manager - Managed Services