Cloud Recovery Senior Manager
3 days ago
Job Purpose Statement
Sungard Availability Services is seeking a Senior Manager to lead a team of Enterprise Solutions Managers in providing exceptional support to Premier Accounts.
Key Responsibilities
- Manage a team of ESMs and handle escalations from customers and internal teams
- Build and maintain strong relationships with key stakeholders to drive customer satisfaction and retention
- Proactively track ESM deliverables and ensure account state remains compliant with service management policies
- Conduct quarterly account lifecycle management audits and participate in problem management process calls
- Establish and maintain trusted customer relationships and provide technical and strategic direction to the team
- Responsible for tracking and securing contract renewals, managing escalations, and maintaining a high-performing team
Technical Competencies
10+ years of experience in technical account management, customer success, or a related field, with at least 5+ years in people and team management
Technology certifications preferred, such as MCSE, CCIE, RHCE, VCP, CCDP, Cloud etc
At least one professional certification (eg. ITILv3, TOGAF, PRINCE2 etc.), or equivalent demonstrable skills and experience
Excellent communication and interpersonal skills, strong analytical and problem-solving skills, with the ability to use data to drive decision-making
Experience working with enterprise-level customers preferred, experience working in a fast-paced, high-growth environment
Language Code
en
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