Decho is dedicated to helping people protect, manage and enrich their “digital echo” – the valuable and ever-growing body of personal, digital information that reverberates through our lives. Backed by the storage giant, EMC, we are uniquely poised to continue expanding our position and take this very exciting business to newer heights – with your contribution. If you thrive in a challenging, fresh, and innovative environment, take a look at this opportunity within Decho:
GENERAL SUMMARY
Acts as single point of contact for all assigned account activities and includes customer impact due to software, performance, platform, application and network environment issues. Provides technical assistance to the customer, in addition to leveraging the support of engineering and other corporate resources in managing and attaining a high level of customer satisfaction. Identifies, informs, and works with the sales account team on potential sales opportunities. The individual ensures maximum correlation between customer requirements and Decho services to strive toward delivering consistent service levels by exceeding customer expectations.
PRINCIPAL DUTIES AND RESPONSIBILITIES
• Single point-of-contact for assigned customer account. Manages and coordinates the processing, communication, and implementation of all Customer Service changes, including changes related to customer requests and reconfigurations. Coordinates service activities with Decho account team and local Customer Service resource(s) to ensure all customer needs and expectations are met.
• Ensures suitable level of service personnel and activity during problem resolution to include Decho internal resources, outsourced support partners and customer personnel.
• Coordinate and drive pre-installation activities, upgrades and servicing of all Decho software in conjunction with Systems Engineering and local Customer Service at all locations of assigned customer.
• Acts in a leadership role as a liaison between Decho and customer assigned personnel. Documents action items, assigned owners, and timeline of events during a break/fix customer impact event; drives corrective action plan.
• Compiles and maintains account information: configurations, installation dates, service coverage levels, contracted coverage dates and renewal schedules. Conducts and leads Customer Service account review meetings with the customer.
• Develops a joint Account Management Plan (AMP) and execute against that plan in conjunction with Technical Account Mgr and account team.
• Manages all commercial aspects of the service contract relationship with the customer.
SKILLS
• BS Degree and 5-7 years relevant exp in a Tech Support role supporting Linux and Windows OS and software, along with shell scripting experience.
• Prior experience managing cross-functional support activities for major accounts is required
• Prior experience with networking and system administration is strongly preferred, as is knowledge of Mac OS and SW
• Strong organizational skills, ability to multi-task.
• Excellent verbal and written communication skills as well as experience with presentations to customers.
• Demonstrated leadership skills and conflict resolution skills.
• Demonstrated strong product/technology/industry knowledge. Experience with cloud products and technology is a plus.
Decho is an Equal Employment Opportunity employer that values the strength diversity brings to the workplace.
Decho does not accept unsolicited Agency Resumes. Decho will not pay fees to any third party agency or firm that does not have a signed "Decho Agency Fee Agreement".
Dice
EMC is an Equal Employment Opportunity employer that values the strength diversity brings to the workplace.
