Sr Customer Service Manager - Managed Hosting & Security Services

Job Description

seeking a highly motivated and experienced Technical Account manager/Engagement lead. In this customer-facing role, candidate will be responsible for overseeing the successful delivery and services assurance support lifecycle for services (Managed Hosting , Public cloud , Managed security services, Managed connectivity like MPLS, ILL , End user support etc) offered to end customer directly at our clients locations. You will be the primary point of contact for our clients, ensuring enhanced customer experience & may also need to work from customer location if required.

Responsibilities

Manage the Technical post-sales relationship for accounts. Serve as the primary technical client contact and advocate for day to day and escalated issues and requests

Establish and maintain customer satisfaction across accounts through account planning, proactive client communications, issue remediation and containment, and performance measurement.

Protect existing revenue streams, additional revenue generation.

Actively farm existing account base to identify new solutions or service opportunities. Provide valuable account information and insight to support the sales force.

Build and execute an account specific relationship framework inclusive of regularly schedule status calls, quarterly business reviews, account documentation, reference management and account planning sessions.

Leverage internal subject matter experts to help customers optimize their investment, ensure program objectives are being met and measure the value of the solution to their organizations.

Coordinate activities and provide leadership on directions of key projects, initiatives and issues across internal business unites.

Conduct regular briefings on account status to senior management and other internal stakeholders.

Responsible for Capacity reports, Risk tracking & Service Improvement plans for managed accounts

Preparing a POA & Leading Major activity e.g. DC - DR drill, Handover post deployment

Regularly phase out Service Improvement plans (Technical & Process) to customer & maintain a related tracker

Should also be able to drive related Customer Project deliverables.

Should be able to do customer Architectural review with a expected expertise area on Linux , Windows , Middleware

Would need to work from customer location ( Chennai )

Tracking Inventory including licenses

SLA reconciliation and resolving associated billing disputes.

Support, Revenue enhancement through accelerated deliveries.

Desired Skill sets & requirement

Total Experience of 12 to 15 years with 4+ years experience in Technical account management/Technical client relationship supporting/Engagement Lead ( single point of contact )

Experience with Virtualization, clustering

Exposure on Public Cloud ( Azure Or AWS ) with mandatory Expert Certification

Exposure to Firewalls, Proxies (physical and cloud), IDS / IPS.

Exposure to SIEM, DDoS, Zscaler.

Exposure to UCC/IP telephony, MPLS, ILL

Technical understanding of Linux operating systems

Technical understanding of Storage and Backups

- Experience on License management

Understanding of emerging Information Security trends and position for customers.

Excellent analytical and problem-solving skills.

Excellent logical reasoning to assess technical issues.

Capacity Management for customer infrastructure and services.

Risk Identification and tracking for Customer infra & SOP preparation

Leading customer calls ( especially to front end P1 incidents )

Experience on Public Cloud and getting into conclusion on the purpose of the call.

Ability to audit customer infrastructure and suggest improvements.

Ability to forecast churn and upgrades for account base.

Ability to tailor message formats and contents to the audience and get heard.

Ability to manage multiple initiatives simultaneously.

Comfortable dealing with complex customer relationships, decision processes and competing agendas

Ability to travel for customer meeting/service reviews.

Minimum BE, Btech or MCA