Service Account Manager (SAM)

Overview

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We’re Hitachi Vantara, the data foundation trusted by the world’s innovators. Our resilient, high-performance data infrastructure means that customers – from banks to theme parks – can focus on achieving the incredible with data. The team is part of Hitachi Vantara’s Global Customer Success and Support organization. The Product Support group is responsible for service enablement and support lifecycle management of our solutions, collaborating with other Hitachi organizations to ensure high quality service, customer satisfaction and cost effectiveness.

The role acts as the single point of contact between Hitachi Vantara’s service organization and its largest accounts, driving value for both the customer and Hitachi Vantara by proactively addressing customer needs and developing strong relationships with key individuals in the customer’s organization.

What You Will Be Doing

• Single point of contact: Own the management contact and escalation point for delivery of all Hitachi Vantara services. Proactively share updates and information, both technical and non-technical, with the customer on a frequent basis.
• Relationship development: Build networks within the customer organization beyond primary contacts. Maintain vendor relationships for all products deployed within the storage infrastructure (e.g., disk, fabric, software).
• Meetings and reporting: Organize regular meetings with key teams/individuals to review account status and ensure customized reporting and customer satisfaction with service delivery.
• Solutions assurance: Ensure solutions being sold, installed, and implemented meet customer needs. Own the solutions assurance process, coordinate implementation consultants and oversee the Solutions Assurance Document (SAD).
• Service escalations: Lead escalations by coordinating customer meetings, communicating with the customer, and aligning the escalation team with the customer’s internal team. Facilitate smooth handoffs with data prepared for the escalation.
• Rebuild after escalation: Complete incident review detailing events, root cause, lessons learned and actions. Communicate post-mortem results, solicit feedback, and drive improvement actions.
• Sales and pre-sales involvement: Act as a full member of the account team, keep the team informed of customer developments, attend internal and external meetings, and explore opportunities for Hitachi Vantara products and services.
• Business development: Be Hitachi’s internal expert on the customer’s system and business objectives. Ensure teams have customer knowledge to deliver solutions that meet business needs.
• Pre-install and implementation: Own the account support plan and coordinate a smooth install. Work with CS&S engineers, Resource Management and Global Support to resolve incidents in a timely manner.
• Account risk mitigation: Develop and implement a robust risk mitigation strategy, monitor for issues, reduce risk, and foster trust with customer stakeholders.
• Routine maintenance: Lead delivery of maintenance services, coordinate field engineers, inform customers of updates, and manage third-party activities as required.
• Continuous improvement: Identify opportunities to improve customer care and proactively address issues affecting support effectiveness.
• Customer Success: In some cases, take on Customer Success responsibilities to drive product adoption, retention, expansion and advocacy. Build and execute a Customer Success Plan and monitor Account Health, coordinating with Hitachi Vantara stakeholders to optimize outcomes.

What You’ll Bring To The Team

The SAM role is hybrid, requiring both account management and technical leadership. If someone has strengths in one area, training may be needed to build the other.

• Account Management Skills: Comfortable reaching out within the customer’s organization, proactively maintaining and expanding relationships. The SAM is not a sales role, but should be able to discuss products and solutions in meetings.
• Technical Leadership Skills: Able to communicate technical details internally and with customers, understand the customer’s system technically, and translate technical terms for non-technical stakeholders.
• Knowledge: Strong knowledge of storage industry, products, and solutions; ability to build customer-facing reports, create implementation plans, coordinate installs, and monitor product health during escalations. Ability to pull technical data from a customer’s system and monitor trends. Occasional after-hours work may be required.

Qualifications

• Bachelor’s and/or Master’s degree in computer science, Information Technology, Engineering or related field required
• 5+ years’ experience, including at least 2 years in a Cloud Solution, Data storage or similar support capacity
• Experience with client-facing interactions, presentations and handling difficult situations
• Strong customer service and relationship management skills
• Experience supporting pre-sales and consulting to implement data strategies
• Ability to present and sell new products to support the client environment
• Collaborative, solutions-oriented approach and strong communication skills
• Project management ability to define scope, timelines, milestones and communicate progress

The expected pay is determined by factors including depth of experience. Employees may participate in Hitachi Vantara’s bonus/variable/commission programs where applicable.

Fostering innovation through diverse perspectives: Hitachi is a global company operating across industries and regions. We are committed to an inclusive culture based on mutual respect and merit-based systems.

How We Look After You: We offer industry-leading benefits, support, and services for holistic health and wellbeing, with flexible arrangements that depend on role and location. We value belonging, autonomy, freedom and ownership as you work with talented colleagues.

We’re proud to say we’re an equal opportunity employer and welcome all applicants for employment without regard to race, color, religion, sex, sexual orientation, gender identity, national origin, veteran status, age, disability status or any other protected characteristic. If you need reasonable accommodations during the recruitment process, please let us know so we can support you.

Seniority level

• Mid-Senior level

Employment type

• Full-time

Job function

• Other

Industries

• IT Services and IT Consulting

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