Senior Technical Account Manager
Axonius
CloudCyber SecurityFirewallsNoSQLSQL
Job Level
Mid-LevelSenior
Tech Stack
Cloud
About the role
- Assigned to and responsible for a specific area, region, or division with site locations as specified in account service plan
- Builds relationships within account(s) to become a support services trusted advisor focused on the total customer experience and satisfaction
- Leverages various Pure resources to ensure incident resolution and drives proactive activities promoting system health and customer satisfaction
- Provides detailed customer reporting using a cross section of services tools and applications
- Collaborates with Pure account teams to understand the business strategy and supports sales opportunities
- Responsible for basic account management as part of a larger SAM team or for customers with smaller install bases
- Communicates relevant service updates and recommendations to both internal account team & external customers
- Functions as single point-of-contact for service activities and educates customer on Pure service delivery, tools and interfaces
- Provides monthly and quarterly service review, leveraging phone home data analysis
- Accountable for Change control management
- Works with customer to proactively identify and resolve potential issues to achieve high system availability
- Manages accurate customer installed base and assists service maintenance contracts billing
- Establish collaboration and coordination framework among stakeholders during escalation and drive towards resolution
- Leads business reviews with customer execs, providing key content and tracking action items
- Interacts regularly with customer operations team and attends customer data center occasionally
- Responsible for value based contract renewal and Upsell, and contributing to virtual initiatives and process improvement
Requirements
- Technical expertise in Enterprise Storage - product, key features and solutions, general technology like NAS, SAN, File/Block data, and close technology like server, os, virtualization, network
- Hand-dirty experience like installation, upgrade, expansion, or developing test environment. FlashArray, FlashBlade experience is a good plus.
- Critical infrastructure technologies like Cloud, Cyber-security, or Containerization and orchestration solution
- > 3 years of experience directly engage with the enterprise IT infrastructure operation
- Preferred - Experience in IT infrastructure operation and management as an on-site member of the customer’s ops team or through managed services (operation outsourcing)
- Strong communication skills (facilitation, negotiation, conflict management skill, assertive communication)
- Strong task management (self) and project (group-mission) driving skill
- Strong complex problem solving skill and experience
- A very good relationship and effective network building skill with every stakeholders
- Bachelors (Non – Technical)
- ITIL Foundation or Project management certified (desired)
- 5 years relevant experience (customer facing, large accounts, industry related) and long term relationship building
- Japanese - Native, English - Business (readable/writeble with willingness to keep brushing up)
- Proactive and outgoing
- objective based, result-oriented
- Self-disciplined professional
- Critical Thinking (Logical Thinking)
- team worker with professionalism
- No silent in meetings
