Manager - Cloud Operations

seeking a highly motivated and experienced Technical Account manager/Engagementlead. In this customer-facing role, candidate will be responsible foroverseeing the successful delivery and services assurance support lifecycle forservices (Managed Hosting , Public cloud , Managed security services, Managedconnectivity like MPLS, ILL , End user support etc) offered to end customerdirectly at our client's locations. You will be the primary point of contactfor our clients, ensuring enhanced customer experience & may also need towork from customer location if required.
Responsibilities

Managethe Technical post-sales relationship for accounts. Serve as the primarytechnical client contact and advocate for day to day and escalated issues andrequests

Establishand maintain customer satisfaction across accounts through account planning,proactive client communications, issue remediation and containment, andperformance measurement.

Protectexisting revenue streams, additional revenue generation.

Activelyfarm existing account base to identify new solutions or service opportunities.Provide valuable account information and insight to support the sales force.

Buildand execute an account specific relationship framework inclusive of regularlyschedule status calls, quarterly business reviews, account documentation,reference management and account planning sessions.

Leverageinternal subject matter experts to help customers optimize their investment,ensure program objectives are being met and measure the value of the solutionto their organizations.

Coordinateactivities and provide leadership on directions of key projects, initiativesand issues across internal business unites.

Conductregular briefings on account status to senior management and other internalstakeholders.

Responsible for Capacity reports, Risk tracking & Service Improvement plans for managedaccounts

Preparinga POA & Leading Major activity e.g. DC DR drill, Handover post deployment

Regularly phase out Service Improvement plans (Technical & Process) to customer & maintain a related tracker

Shouldalso be able to drive related Customer Project deliverables.

Shouldbe able to do customer Architectural review with a expected expertise area on Linux , Windows , Middleware

Mayneed to work from customer location ( if business demands )

TrackingInventory including licenses

SLAreconciliation and resolving associated billing disputes.

Support,Revenue enhancement through accelerated deliveries.

Lead internaltransition projects