Our Company

We’re Hitachi Vantara, the data foundation trusted by the world’s innovators. Our resilient, high-performance data infrastructure means that customers – from banks to theme parks – can focus on achieving the incredible with data.  

If you’ve seen the Las Vegas Sphere, you’ve seen just one example of how we empower businesses to automate, optimize, innovate – and wow their customers. Right now, we’re laying the foundation for our next wave of growth.  We’re looking for people who love being part of a diverse, global team – and who get excited about making a real-world impact with data.

 The Role

• While the priorities for the SAM role vary to some degree based on customer, the primary responsibilities of the role remain consistent. As the single point of contact, SAM responsibilities range across the entire customer lifecycle, from pre-sales and implementation to escalations and other service-related issues.
  • Single point of contact: Own his / her role as the Management contact and escalation point in relation to delivery of all HV services. Proactively sharing updates and information, both of a technical and non-technical nature, with the customer on a frequent basis.
  • Relationship development: Build networks through outreach and establishment of new relationships within the customer organization, extending beyond just the primary points-of-contact. Additionally, maintain vendor relationships for all products deployed within the storage infrastructure (e.g. disk, fabric, software)
  • Meetings and reporting: Organize and conduct regular meetings and communications with key teams / individuals at each account to review account and status, and ensure that customers get the customized reporting they need. Ensure customer satisfaction with service delivery.
  • Solutions assurance: Ensure the solutions being sold, installed, and implemented at the customer’s site fulfill the customer’s needs. This includes ownership of the solutions assurance process, coordinating and managing implementation consultants and overseeing the Solutions Assurance Document (SAD).
  • Service escalations: “Quarterback” escalations by owning the coordination of customer meetings, communicating with the customer, and aligning the logistics of the escalation team with the customer’s internal team. Facilitate a smooth handoff to the escalation team by proactively staying on top of all issues while having the necessary data prepared and ready to share.
  • Rebuild after escalation: Complete and review incident report detailing the sequence of events, the root cause of the incident, lessons learned and actions to be taken. Engage in all post-mortem communication to the customer with a focus on rebuilding trust. Solicit survey feedback from the customer and drive the implementation of any needed changes.
  • Sales and pre-sales involvement: Be a full participating member of the account team, responsible for keeping the team apprised of customer developments and insider information to maximize growth opportunities. Attend and facilitate regularly scheduled internal meetings with other members of the account team and participate in external sales meetings. Continually seek further opportunities for HV products and services and inform rest of the account team.
  • Domain expertise: Be Hitachi’s internal expert on the customer’s system, service history, and current and future business objectives. Ensure that pre-sales, sales, implementation, and service teams have the customer knowledge they need to operate, and guarantee that any proposed solution fulfills the customer’s business needs. Maintain understanding of the products, services and solutions to be supported by HV.
  • Pre-install and implementation: Own the account support plan, including details for how the account is serviced and supported. Coordinate and manage a smooth install for the customer and provide them with timely updates throughout the process. Work with CS&S engineers, Resource Management and Global Support to ensure that all incidents relating to installed storage infrastructure and to HV service delivery are managed and resolved in a timely manner.
  • Account safety net: Develop and implement an account safety net for each customer. Put steps in place to proactively identify issues in their nascence and identify opportunities for automation around critical customer support and updates.
  • Routine maintenance: Assume lead responsibility for delivery of maintenance support services for each account. Manage and coordinate CEs to ensure routine maintenance, break-fix, and communication is conducted in a timely manner. Ensure Customer is aware of new microcode releases & engineering changes. Coordinate the activities of third-parties supporting HV at the customer as required.
  • Continuous Improvement: Identify and follow through opportunities for improving customer care, whether internal or external to HV. Identify and address proactively any issues impacting the effectiveness of HV support.

  About us 

We’re a global team of innovators. Together, we harness engineering excellence and passion for insight to co-create meaningful solutions to complex challenges. We turn organizations into data-driven leaders that can a make positive impact on their industries and society. If you believe that innovation can inspire the future, this is the place to fulfil your purpose and achieve your potential. 

 

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