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Senior Account Manager

Job description

Senior Account Manager

 

Location: Staines (Hybrid)

Length: 12 months

Rate: £180-224 per day

Hours: 9-6pm

 

Job Responsibilities:

 

  • Development and Execution of Get-Well Plan: Understand all aspects of the situation and develop a clear scope and get-well plan.
  • 100% ownership of the account escalation engagement and all activities that make up the get-well plan.
  • Maintain disciplined and regular communications within accounts, from C-level executives to front line administrators, while building credibility through timely action and responsiveness during the account escalation.
  • Review & analyse Customer health trends to pro-actively identify and resolve issues before the customer escalates.
  • Co-ordination with all internal subject matter experts and stakeholders, acting as the focal/decision point for all active customer activities pertaining to the account escalation.
  • Regularly report internally to leadership audiences, through C-level, on active account escalation status.
  • Customer champion: a resource specifically focused on returning our customer’s environment to a stable state and the customer to a state of satisfaction with our client, resulting in the continued growth of the account.
 

Skills: 

 

  • Possess the type of magnetic personality that naturally builds relationships and instils trust
  • Proven experience in similar roles at other Enterprise Software (ideally ITIL related) companies, to include technical account management, program or project management or other leadership roles in account teams.
  • Experience working with Enterprise Software companies.
  • Demonstrated ability to lead and drive required business and technical outcomes in complex environments with multiple stakeholders, to include problem management and/or escalation management.
  • Demonstrated ability to influence and consult (providing options with pros, cons and risks) while providing thought leadership to sponsors/stakeholders in solving governance, program/project management, business process and/or technical problems.
  • Familiarity with SaaS deployments and its supporting architecture
 

Education:

           

  • A degree or equivalent, preferably in Information Technology, and proven experience in consulting and project management
  • PMP certification is a plus
  • ITIL Foundations, or higher, Certification preferred

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