Account Manager IT Managed Services (non-sales, existing clients)

  •  

Somerset, NJ

Industry: Technology

  •  

Less than 5 years

Posted 20 days ago

  by    Gary Kaufman

About the Company:

Our client, is a leader in providing Cloud and Managed Services to businesses across North America. The Company's cloud offerings, including their best in class Enterprise Cloud for ERP, continues to grow and accelerate; a unique offering that safely hosts and manages critical business applications. They partner with global IT leaders such as Oracle, IBM and others. For over 40 years, they have been providing comprehensive technology solutions to businesses of all sizes throughout North America.

Job Overview:

Reporting to the Director of Account Management, the ERP Account Manager will be responsible for the following:

(note, this is not a role for sales professionals)

  • Manage Company client services in a managed service environment
  • Participate in customer governance committees
  • Ensure compliance to contracted services levels
  • Manage contract life-cycle
  • Manage all client escalations to successful resolution
  • Lead weekly customer status meetings and executive conference calls
  • Maintain communication with customer through the escalation process
  • Ensure services being billed are compliant with services contracted
  • Manages all billing related escalations and disputes
  • Perform Financial Management and Demand Management functions
  • Understand client's business, model and climate
  • Obtain Client Satisfaction Pulse
  • Manage Internal & External Communication
  • Proactively identify customer needs

Post Implementation: Project Coordination/ Project management

  • Lead/Coordinate project activities (Identify key project deliverables; project risks and issues; develop project plan)
  • Facilitate meetings to identify project activities
  • Provide information on processes, products, services

Upsell

  • Identify Opportunities
  • Work with Sales Team
  • Contract Renewals Strategic Alignment
  • Understand client's business, model and climate
  • Proactively identify customer needs Support
  • Ensure Tickets are managed
  • Process working
  • Point of Escalation

Qualifications

  • Degree in Management Information Systems, Computer Science degree, or a similar field.
  • Prefer experienced with ERP clients (EBS, Oracle, JDE, Hyperion, or SAP)
  • Technical knowledge: Use of commercial ERP software product (JDE, Oracle, SAP)
  • MUST be local to Somerset, NJ
  • US Citizen or Perm Resident

Salary

$80K