**General Summary
Provide consultative support to solve the customer's challenges, and painpoints for their End to End service life cycle
as trusted advisory.
Directs the Technical Account Management team in the coordination of incident ownership and customer account management on a 24x7 basis, including resource coordination, customer management, dispute and technical resolution management, and communications at various levels during services engagements from tactical (incident based)
to strategic. Responsible for assigning Technical Account Management employees to appropriate customer accounts.
TAM is responsible for the overall enterprise product support service relationship.
TAM job functions include ITIL, advanced operating system and server application support and troubleshooting for Dell PowerEdge Servers and PowerVault Storage products. Will work in Technical Support case based management environment. Must possess strong customer service skills with the ability to make decisions with little or no management intervention. Provide support for configuration, installation, maintenance and repair of specified customer server machines(include DELL|EMC SAN storage)
.
**Principle Duties and Responsibilities
• Proactively support the customer in all aspects of account management.
• Drive cost optimization for both customer and company by technologies (Support Asssist, System Maintenance)
• Coordinate and manage escalations across multiple departments, ensuring the availability of customers enterprise systems.
: Weekly update calls to customer & Provide updated firmware and bios updates
• Review all complex enterprise solution for accuracy and applicability to the customer environment.
• Provide/coordinate training at the customers request.
• Travel to customer sites to deliver and quarterly/annual reviews.
**Required Education & Experience
• ITIL fundation, System management experience
• Advanced server hardware and storage knowledge
(including Fibre Channel, switches, SAN, NAS, and clustering; especially EMC CLARiiON)
• Advanced networking knowledge
(including WAN topology, mixed LAN/WAN operating system environments, DNS/WINS/DHCP, firewall solutions, and network load balancing)
• Advanced knowledge of at least 3 of the following: NT, W2K, RedHat Linux, Exchange, SQL, IIS, Proxy, Apache, Squid, SendMail, Clustering, Site Server, ASP, or XML.
• Strong presentation skills are required, as this position will closely interact with the sales team, customers, and management.
• Excellent project management skills are required. Candidate must possess excellent task prioritizing and documentation
**skills.
• Must possess a strong ability to multitask simultaneous escalations.
• Strong verbal and written communication skills are required (Include in English).
• Requires Microsoft, Novell, or Linux certification.
• Bachelor degree and over 8 years equivalent experience
**Job:** **Account Client Management - Account Service Management*
**Organization:** **Global Services*
**Title:** *Account Svc Mgmt Sr. Advisor*
**Location:** *AP-JP-Kanagawa-Ken-Kawasaki*
**Requisition ID:** *160012VM*