Service Account Manager – SAM

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October 21

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Hitachi

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Artificial Intelligence • Energy • Transport

Hitachi, Ltd. is a global company that operates in various sectors with a focus on social innovation. Hitachi provides advanced digital solutions, services, and technologies under its brand 'Lumada' to solve customers’ challenges and enhance societal value. The company is committed to sustainability and environmental, social, and governance (ESG) initiatives, aiming to improve quality of life through technologies that foster a sustainable society. Hitachi's products and solutions span digital systems, green energy, mobility, and connective industries, promoting digital transformation of business systems and social infrastructure. Founded in 1910, Hitachi's long-standing dedication to innovation and societal development makes it a leader in driving positive change worldwide.

25801 - 25801 employees

Founded 1910

🤖 Artificial Intelligence

⚡ Energy

🚗 Transport

📋 Description

• Own his / her role as the Management contact and escalation point in relation to delivery of all Hitachi Vantara services. • Proactively sharing updates and information, both of a technical and non-technical nature, with the customer on a frequent basis. • Build networks through outreach and establish new relationships within the customer organization, extending beyond just the primary points-of-contact. • Organize and conduct regular meetings and communications with key teams / individuals at each account to review account, status, and ensure that customers get the customized reporting they need. • Ensure the solutions being sold, installed, and implemented at the customer’s site fulfill the customer’s needs. • “Quarterback” escalations by owning the coordination of customer meetings, communicating with the customer, and aligning the logistics of the escalation team with the customer’s internal team. • Complete and review incident report detailing the sequence of events, the root cause of the incident, lessons learned and actions to be taken. • Be a full participating member of the account team, responsible for keeping the team apprised of customer developments and insider information to maximize growth opportunities. • Be Hitachi’s internal expert on the customer’s system, service history, and current and future business objectives. • Own the account support plan, including details for how the account is serviced and supported. • Develop and implement a robust risk mitigation strategy tailored to each customer account. • Assume lead responsibility for delivery of maintenance support services for each account. • Identify and follow through opportunities for improving customer care, whether internal or external to Hitachi Vantara. • In some client instances the SAM will also take on Customer Success responsibilities in proactively engaging with customers to drive further product adoption, retention, expansion, and advocacy.

🎯 Requirements

• Bachelor’s and/or Master’s degree in computer science, Information Technology, Engineering or a related field and discipline is required • 5+ Years’ Experience – at least 2 years in a Cloud Solution, Data storage or similar support capacity • Demonstrated deep experience with client facing interactions, building presentations and handling potentially difficult situations • Proven ability to provide exceptional customer service is a strong attribute • Proven ability to develop and manage customer relationships. • Experience of helping driving pre-sales and consulting activities to implement data strategies and solutions • Demonstrate the ability to present and sell new products to support the clients environment as a means of differentiating value • A collaborative, solutions-oriented approach and strong communication skills. • Ability to project manage, project tasks, set timelines, and lead meetings with internal/external client stakeholders to define scope, timeline, milestones, create and communicate progress reports

🏖️ Benefits

• Health insurance • Flexible work arrangements • Paid time off • Professional development opportunities • Bonus/variable/commission pay programs