ERP Account Manager - ERP Services

Confidential Company  •  San Diego, CA

Less than 5 years experience  •  Technology

$103K - $115K ($90K - $100K base + 15%)
Posted on 06/01/18 by Gary Kaufman
Confidential Company
San Diego, CA
Less than 5 years experience
Technology
$103K - $115K
($90K - $100K base + 15%)
Posted on 06/01/18 Gary Kaufman

About the Company:

Our client, an award winning Oracle Platinum Partner and an IBM Premier Partner, offers a complete range of consulting services with locations in Canada and the US. They are a leader in providing cloud and implementation services for JD Edwards. 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:  

  •  Work onsite at one of the company's customers in San Diego
  • Onboard customer onto a managed service environment
  • Participate in customer governance committees
  • Ensure compliance to contracted services levels
  • Manage contract life-cycle
  • Manage all escalations to successful resolution
  • Lead weekly customer status meetings and executive conference calls
  • Maintain communication with customer through the escalation process
  • Perform Third Party Vendor relationship management
  • 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
  • Identify SWOT
  • 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
  • Ad Hoc Projects ? newsletter, helpdesk software, offsite meetings, etc. 

 

Upsell

  • Priority: ECare, Disaster Recovery, Security
  • Identify Opportunities
  • Work withSales Team
  • Contract Renewals 

 

Strategic Alignment

  • Understand client?s business, model and climate
  • Proactive in identifying 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)
  • Certificate in project management ? Nice to have
  • MUST be local to San Diego, CA
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