Job Description

General Summary (non-technical role):

  Goaled to improve VCE’s customer’s experience, loyalty, and the value they place in their partnership with VCE, as well acts as the ultimate advocate for a dynamic set of named strategic accounts, and influences product and process changes to drive market share. 

  Provides VCE with a simple method to bring executive visibility to critical customer situations and pervasive issues that may impact our entire client base. 

  Leads and drives internal cross-functional teams to address proactive and reactive customer situations and achieves the criteria for the defined engagement. 

  Advocates for the best interest of our customers and acts on behalf of VCE and/or EMC, Cisco and VMware executive teams, and empowered to drive necessary execution, while ensuring VCE executive awareness.  

  Enables sales by positioning solutions to protect Vblock product image while identifying sales opportunities; gathers customer intelligence on concerns and expectations.

  Manages pre-sales, post-sales and companywide strategic account initiatives.

  Provides technical consulting and executive advice at customer sites and remotely in support of product roll-outs ensuring product specifications are met.

  Provides expert escalation and account management leadership to customers and VCE organizations such as field sales, engineering, support, services, et al. 

  Influences industry standards in support of the worldwide sales and customer satisfaction efforts. 

  Applies escalation expertise in order to resolve complex customer issues and coordinates customer and VCE teams in problem resolution.  Uses independent judgment to accomplish objectives.

  Works closely with engineering and cross-functional teams in resolving critical customer issues. Identifies and provides resolutions to a diverse range of problems, programs and projects. Develops and implements resolutions to identified problems, and follows standard practices and procedures.

  Identifies and documents with management to proactively revise current procedures and tools to improve customer satisfaction.  May need to engage or escalate to more senior resources or to VCE parent companies (Cisco, EMC, & VMware) to resolve more complex issues.

  Develops broad knowledge of the organization’s mission and strategy and relates it to day-to-day issues.

 Principal Duties:                                                        

  Interacts with VCE and/or VMWare, Cisco, EMC directly to ensure post sales customer escalations are prioritized and managed end-to-end within the customer framework.

  Integrates customer and VCE business requirements with technical requirements to determine best course of action when resolving a customer issue.  

  Provides executive updates, documentation, white papers, presentations, demonstrations, field sales consulting, customer briefing and executive presentations.

  Interfaces with customer on behalf of senior management via customer meetings and written communication.

  Provides technical consulting and executive advice at customer sites and remotely in support of product roll-outs ensuring product specifications are met.

  Acts on behalf of VCE’s executive management

  Develops and implements feedback mechanisms for use in preventing future support and implementation process breaks down.

  Takes responsibility for customer and internal management communications.

  Takes the lead in development and presentation of event Root Cause Analysis Reports as required.

  Participates in on-site customer meetings during or post escalation if required.

  Provides a weekly update of “Escalated” Issues for review by executive management.

  Participates in special projects as necessary to improve process frameworks for critical initiatives.

  As a 24x7x365 organization, holidays and on-call responsibilities may be required as well as travel to customer sites.

 Professional Skills:

  Understanding of VCE and Vblock solutions.

  Customer facing experience.

  Ability to work in a high-pressure environment.

  Problem solving – Ability to be resourceful and “figure things out”.

  Self-confidence – Ability to express opinions and influence effectively.

  Professional demeanor – punctuality, professional attire.

  Communication skills

  Organizational skillsn  Presentation skills

  Leadership Skills

  Possesses operational command of the business

Education:

• Education Required:    Bachelors (Tech) or equivalent
• Experience Required:  8-10 Years