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Senior Account Manager

4 months ago

Noida, India Iron Systems Full time
Company Overview:

Iron Systems is an innovative, customer-focused provider of custom-built computing infrastructure platforms such as network servers, storage, OEM/ODM appliances, & embedded systems. For more than 15 years, customer have trusted us for our innovative problem solving combined with holistic design, engineering, manufacturing, logistic and global support services.

Roles and Responsibilities - Service Delivery / Program Management: Drive end to end Delivery of Services to all customers for the region—the planning phase to BAU Operations. Formal Kick off and onboarding of new programs Delivery Health - All Metrics to Stay Green: Ensure all delivery parameters stay green for all programs CSAT: Achieve highest level of customer satisfaction Stakeholder Management: Manage customer expectations and maintain positive relationships with customers Account Growth & Revenue Recognition: Drive Account Growth as per the yearly target (Delivery led Sales) Service Delivery Governance & Reporting Participate and drive Monthly and Weekly Reviews with customer Review and monitor delivery performance metrics and ensure Service Levels are always met Publish delivery performance and metrics (daily, weekly, monthly) Service & Process Improvements Assess customer feedback and use the expertise to establish, improve, and refine services Escalation Management Address all escalations with direct supervision and stakeholder management IT Operations and Service Operations Vendor Management Systems Development / Implementation & Support Transition / Transformation Management Project Initiation, Project Planning & Project Execution Participates in negotiating Service Level Agreements (SLAs) and Operational Level Agreements (OLAs) for the service Talent Development /Team Collaboration and Management / People Management, Resource planning Involved in preparing SOW, Project Plan, participating in proposals, Scoping, Project Estimations, Resource Loading, Risk Management, Task delegation, Schedules, tracking status, Project cost/Effort tracker. Decide on the criteria used to judge learner’s performance and development assessment instruments. Maintain Project documentation and course folders, SLA and PMS. Budgeting, Planning and execution of time framed activities. Provide platforms and activities that enhance the last mile learning process. Handling creative team, professional trainers and vendors for specialized and customized programs. Compilation of Feedbacks of trainings and submission of reports on training impacts. Pro-actively report to senior management on all technical issues relevant to their area of responsibility Skills Required: Should possess an outstanding working experience of at least 10 years with bachelor’s or master’s degree in Computer Science / IT or other affiliated courses. Strong background in Field Service Delivery and other IT Infra services Should have a sufficient organizational skills and ability to carry out multiple and intricate tasks. Strong leadership skills and ability to perform a wide range of duties