Principal Business Critical Account Manager
Veritas Technologies
Torre Europa, Madrid
hace 5 días

About VERITAS

Veritas solves what no one else can. With an industry-leading product portfolio, we offer proven, modern, and integrated technology that brings together availability , protection , and insights .

Our Veritas Enterprise Data Services Platform addresses current and future data issues end-to-end keeping mission-critical workloads highly available, protecting data everywhere, and providing insights to optimize costs and maintain regulatory readiness.

Veritas supports 500+ data sources, 150+ storage targets, 50+ clouds, and any deployment model imaginable. We serve 99% of the Fortune 100, 90% of the Fortune 500, and are the market leader in Software-defined Storage, Data Protection, and Archiving.

Veritas Customer Success is responsible for ensuring that Veritas’ customers are successfully exceeding the value of their investment in Veritas solutions and coordinating the company focus on the end-to-end customer relationship.

Customer Success includes customer support and care, professional and business critical services, and renewal sales.

Company Overview

VERITAS is the world leader in providing solutions to help individuals and enterprises assure the, availability, and integrity of their information.

In essence, we protect the free flow of information in a connected world. VERITAS has operations in more than 40 countries with 475 out of Fortune's global 500 companies using our solutions.

People look to us to safeguard the integrity of their information, ensuring it is secure and available. Achieving this ambitious goal is only possible through the combined efforts of the innovators and visionaries that VERITAS continuously attracts.

VERITAS draws the very best people with a variety of backgrounds, experiences and perspectives and provides them with a work environment where uniqueness is valued and empowered.

The creative people we attract help define the spirit of innovation at VERITAS.

Department Overview

VERITAS has a high end technical services / support offering called Business Critical Services (BCS). BCS is an organization within VERITAS that provides the highest level of technical support and services to the top enterprise customers who purchase a premium contract.

BCS is highly visible within the executive team at VERITAS due to the program’s high success in customer satisfaction and revenue protection.

A key position in this program is the Business Critical Account Manager, which has 24 / 7 / 365 on call responsibilities.

The BCAM is assigned to these paying customers, and becomes an extension of the account team (Sales Account Manager and Systems Engineer) that services the customer.

There are a number of proactive deliverables and reactive responsibilities that accompany the program that the BCAM is accountable for.

The Business Critical organization is responsible for delivery of the highest level of service and support available to VERITAS End User customers.

Responsibilities

  • The Business Critical Account Manager is responsible for developing and maintaining committed relationships with regional BCS customers, managing the customer’s support service experience and investment.
  • The BCAM will be instrumental in meeting cross service objectives within BCS accounts.
  • The BCAM identifies opportunities to provide proactive, preventative activities to reduce the number of issues experienced and optimize VERITAS solutions and services revenues.
  • Ability to understand and articulate a customer’s business and the impact VERITAS solutions have on that business
  • Proactively manage the relationships with other VERITAS service organizations that touch your assigned accounts.
  • Develop strong relationships with internal personnel in all functional areas of VERITAS
  • Proactively resolve technical support and product issues through technical support, engineering, and product management
  • Understand and communicate updates on open issues
  • Engage and manage resources when fly to site is necessary
  • Proactively introduce cross services to customers to ensure optimal VERITAS services penetration and anticipate preventative opportunities
  • Ensure the official deliverables of BCS are delivered to customers
  • Drive and maintain customer satisfaction levels to the highest levels and achieve official customer references from accounts
  • Understand and represent the immediate and consequential value of Business Critical Services
  • Provide accurate and timely reporting to meet both internal and customer requirements
  • A single point of contact, available 24x7 on-call for each account.
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