Overview Function GCSS Our Company 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. If you’ve seen the Las Vegas Sphere, you’ve seen just one example of how we empower businesses to automate, optimize, innovate – and wow their customers. Right now, we’re laying the foundation for our next wave of growth. We’re looking for people who love being part of a diverse, global team – and who get excited about making a real-world impact with data. Job Description The Services Account Manager (SAM) is a key role within Hitachi Vantara, acting first and foremost as the single point of contact between Hitachi Vantara’s service organization and its largest accounts. The SAM role drives value for both the customer and Hitachi Vantara by proactively addressing customer needs and developing a strong relationship with key individuals in the customer’s organization. Responsibilities Single point of contact: Own the role as the Management contact and escalation point in relation to 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 through outreach and establishment of new relationships within the customer organization, extending beyond just the primary points‑of‑contact. Additionally, maintain vendor relationships for all products deployed within the storage infrastructure (e.g. disk, fabric, software). Meetings and reporting: 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 customer satisfaction with service delivery. Solutions assurance: Ensure the solutions being sold, installed, and implemented at the customer’s site fulfill the customer’s needs. Own the solutions assurance process, coordinate and manage implementation consultants, and oversee the Solutions Assurance Document (SAD). Service escalations: Act as the “quarterback” of 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. Facilitate a smooth handoff by proactively staying on top of all issues and preparing necessary data. Rebuild after escalation: Complete and review incident reports detailing the sequence of events, root cause, lessons learned, and actions to be taken. Engage in post‑mortem communication to the customer, rebuild trust, solicit survey feedback, and drive implementation of needed changes. Sales and pre‑sales involvement: Be a full participating member of the account team, keeping the team apprised of customer developments to maximize growth opportunities. Attend and facilitate regular internal meetings with the account team and participate in external sales meetings. Domain expertise: Act as Hitachi’s internal expert on the customer’s system, service history, and future business objectives. Ensure that pre‑sales, sales, implementation, and service teams have the customer knowledge needed to operate and guarantee solutions fulfill business needs. Pre‑install and implementation: Own the account support plan, including details for how the account is serviced and supported. Coordinate a smooth install and provide timely updates throughout the process. Work with CS&S engineers, Resource Management and Global Support to resolve incidents related to installed storage infrastructure. Account safety net: Develop and implement an account safety net for each customer. Identify proactive measures to detect issues early and opportunities for automation around critical customer support and updates. Routine maintenance: Assume lead responsibility for delivery of maintenance support services, coordinate CE activities for routine maintenance, break‑fix, and timely communication. Keep customers aware of new microcode releases and engineering changes. Coordinate activities of third‑party supporters as required. Continuous improvement: Identify and follow through on opportunities for improving customer care, whether internal or external to Hitachi Vantara. Address proactively any issues impacting support effectiveness. Customer Success: In some instances the SAM will also take on Customer Success responsibilities, proactively engaging with customers to drive product adoption, retention, expansion, and advocacy. Build and execute a Customer Success Plan, monitor Account Health, and manage risk and mitigation. Serve as the liaison between the client and key Hitachi Vantara stakeholders (Sales, Product Management, Engineering, Professional Services, and others). Expectations and Goals The SAM role has internal and external goals, including both individual goals and general Hitachi Vantara benchmarks. Many goals are based on key metrics for the SAM role, which the SAM is expected to track and track regularly, including Customer satisfaction, Customer relationship building, Account service readiness, Escalation response, and Sales success. Experience and Skillset Account Management Skills Comfortable reaching out to new people within the customer’s organization and establishing connections. Proactively maintaining and strengthening existing connections. Comfortable in sales meetings and other sales situations, able to discuss products, services, and solutions. Technical Leadership Skills Capable of communicating technical details internally and with the customer, using non‑technical language as needed. Strong knowledge of the storage industry, products, and solutions. Ability to build customer‑facing reports, create implementation plans, coordinate installs, and monitor product health. Will sometimes work outside normal hours to coordinate client activity. Qualifications Bachelor’s and/or Master’s degree in computer science, Information Technology, Engineering or a related field. 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. Proven ability to develop and manage customer relationships. Experience driving pre‑sales and consulting activities to implement data strategies and solutions. Ability to present and sell new products to support the client’s environment. Collaborative, solutions‑oriented approach and strong communication skills. Ability to project manage, set timelines, and lead meetings with internal and external stakeholders. Personality Ability to work independently and collaboratively with a focus on results. Strong interpersonal, leadership, and organizational skills with a bias for action. Detail-oriented and striving for excellence. Technically and business oriented. Ability to communicate openly and authentically in all situations. Benefits We help take care of your today and tomorrow with industry‑leading benefits, support, and services that look after your holistic health and wellbeing. We’ve championed life balance and offer flexible arrangements that work for you (role and location dependent). We’re always looking for new ways of working that bring out our best, which leads to unexpected ideas. Equal Opportunity Statement We’re proud to say we’re an equal opportunity employer and welcome all applicants for employment without attention to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran, age, disability status or any other protected characteristic. Should you need reasonable accommodations during the recruitment process, please let us know so that we can do our best to set you up for success. #J-18808-Ljbffr