DataBank

Senior Account Manager

Posted 2 Months Ago

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Dallas, TX, USA

In-Office

Senior level

Big Data

The Role

The Senior Account Manager manages client relationships, ensuring service delivery, identifying business opportunities, and resolving issues while promoting revenue growth.

Summary Generated by Built In

DataBank Holdings Ltd. is a leading provider of enterprise-class data center, cloud, and interconnection services, offering customers 100% uptime availability of data, applications, and infrastructure. DataBank’s managed data center services are anchored in world-class facilities. Our customized technology solutions are designed to help customers effectively manage risk, improve technology performance, and allow focus on core business objectives. DataBank is headquartered in the historic former Federal Reserve Bank Building, in downtown Dallas, TX.

DataBank is proud to be an Equal Opportunity Employer. Our work culture at DataBank does not discriminate based on actual or perceived race, creed, color, religion, alienage or national origin, ancestry, citizenship status, age, disability or handicap, sex, marital status, veterans' status, gender, gender identity, gender expression, genetic information, sexual orientation, or any other characteristic protected by applicable federal, state, or local law.

The Senior Account Manager is responsible for managing the Client Relationship with respect to all products and services. The Senior Account Manager assists with coordination of delivering new services, all aspects of ongoing delivery of services in a steady-state environment, and the resolution of service issues. In addition, the Account Manager works with their assigned accounts to identify new business opportunities and renew existing services. Primary responsibilities include conducting regular customer meetings, incident awareness and escalation, issue trending and problem management, and cure plan development and execution.

Responsibilities

Provide Program Management expertise in managing Service Level Agreements and other aspects of the Client contractual agreement.
Communicate effectively with peers, superiors and subordinates, as well as C-Level Executives on Client and Databank sides.
Coordinate all Client communications including weekly and monthly reporting, crisis management and escalations.
Maintain proactive customer communication to foster a high touch Relationship. Develop and maintain project plans and action item lists and conduct regular customer status meetings to keep projects and actions on track with dates and owners.
Schedule and lead effective team meetings which will include field and/ or corporate resources.
Successfully interact with other organizations within Databank to deliver seamless implementations & service to Clients.
Serve as an escalation point 24/7 for production impacting incidents.
Incident report review and distribution.
Facilitate resolution of issues pertaining to billing, AR, credit requests and billing disputes.
Facilitate order process for customer moves, adds, changes, and disconnects.
Provide regular AM audits to ensure an accurate depiction of services, contacts, and procedures.
Prepare, schedule and facilitate regular customer account reviews on a quarterly basis. These reviews highlight. existing Client services, any opportunities for new business, the status of account plans, and service levels.
Other duties as assigned

Position Objectives

Revenue retention and growth for assigned customer base.
Manage the Client Relationship and gain Trusted Advisor status.
Achieve and maintain reference status with assigned Client(s).
Serve as Customer Advocate.
Promote solution stability through incident trend analysis, problem management, and cure plan development and execution.
Ensure efficiency and effectiveness in our company’s support model. Activities include maintaining regular audits, contact management, customer specific support procedure coordination.
Develop account strategies and meet with targeted customers on a regular basis to strategically build a partnership and grow revenue.
Account Renewal - This is an area that we would like to track closely due to the complexity around the best way to approach a renewal. i.e. Let them auto renew, look at revenue portability as part of a renewal, take some churn to get a renewal, etc. There needs to be monthly review of clients coming up for renewal and the specific attack plan. We realize that this can be a significant effort time wise so spiffs or bonus will be considered on an ICB to be determined by executive team.

Qualifications