Lead Associate – Service Management (Spanish)
Area and Site: India - Pune

Description

Note: The below role require excellent Spanish Speaking/Writing/Reading skills.

 

Experience Level - 6+ yrs

Job location - Pune

Shift timing - US shift 

 

Job Profile: Service Management Executive

The purpose of this role is to provide complete ownership of the end-to-end client experience for Sungard Availability Services customer accounts. This role involves Relationship Management, Project Management and overall responsibility to Drive Value and ensures Optimal Service Levels are attained for each Managed Services customer.

 

About You:

  • Relentless in your pursuit of solutions, and you are willing to drive customers, internal technical and management resources toward achievement of objectives
  • Exhibit good business judgment and are willing to make difficult decisions on behalf of Sungard Availability Services and your client.
  • Hardworking and competitive that is driven to succeed.
  • Self-starter with a reputation for being an effective change agent
  • Enjoy creating and building relationships
  • Operate well under pressure
  • Can manage Executives both within Sungard Availability Services and Clients

 

Responsibilities:

 

  • Owner of the end to end customer experience and accountable for customer Satisfaction
  • Organize Sungard Availability Services around his / her objectives that will ensure that we are living up to terms of our contract and exceeding customer expectations

 

  • Service / Relationship Management:
  • Ensures that critical or crisis issues are addressed immediately and that they are resolved within the guidelines provided by the management
  • Identifies incidents where contractual SLA(s) were missed and takes the necessary action
  • Manages chronic issues and act as the primary escalation point
  • Owner and accountable to foster a robust relationship matrix both for operational and executive layers between his / her customer and Sungard Availability Services
  • Value:
  • Identifies the business value provided by the Sungard Availability Services solution(s)
  • Understands the ROI calculus and ensures that the relationship is living up to those expectations
  • Understands the business objectives of the customers at various stages of the relationship and aligns SunGard’s services with those objectives
  • Manages executive relationships both internally and externally
  • Financial / Administrative:
  • Manages all billing related issues 
  • Ensures that the service(s) is (are) being delivered in accordance with the contract
  • Identifies areas of risk and takes steps to prevent customer churn
  • Prepares various reports on churn and presents it to management
  • Reporting/Sales / Renewals:
  • Participates in securing of renewals for expiring contracts
  • Collaborates with sales in preparation and execution of renewal strategy and associated tasks
  • Publishes Monthly or Quarterly Business Reviews to her / his customers for all the services that they have taken from Sungard Availability Services
  • Presents Sungard Availability Services product portfolio to his / her clients

 

Requirements

  • Bachelor’s degree in Business Administration, Information Technology or a related field preferred but will consider applicants with equivalent work-related experience
  • Willing to work in US shift or rotational shifts
  • Should be open to work 24*7 in case of outages or incidents
  • Strong Operational experience
  • A minimum of 6+ years in a similar client facing or appropriately relevant role, preferably in managed services
  • Excellent written and verbal communication skills

 

Preferred Requirements

  • Some sales experience is desirable
  • PMP/ITIL Certified or trained
  • Experience in managing large and complex client operational environments and relationships
  • Understanding or Experience in Networking, Cloud, Storage or Backup technologies would be any added advantage
  • Experience with Ticketing, CRM, Monitoring Tools, and additional infrastructure / customer management solutions a plus

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