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Cloud Partner Manager 【Virtustream】

Tokyo, Japan

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Job ID R95533 Date posted Jul. 05, 2019

General Summary

  • This position is a critical part of the Virtustream Cloud Service Provider (CSP) team. The Partner Success Managers role is one of the most significant customer facing roles and is responsible for multiple requirements including operational delivery, the client relationship, customer satisfaction and fundamentally the success of the relationship.
  • The Partner Success Manager will hold a holistic view of the CSP business and will be responsible for working with different teams within the Virtustream organization to ensure both Virtustream and Partner success. This role is unique in its overall responsibility for establishing and maintaining the business execution with Virtustream Partners.
  • The CPSM is responsible for
    • Working with the Service Delivery teams, ensuring that services are delivered to the contracted SLA’s against the environment defined in the contracted SOW. 
    • Ensure that the services are delivered to the Virtustream (ITIL based) processes and best practice.
    • Responsible for customer satisfaction.
    • Responsible for ensuring that Virtustream delivers to the SLA’s and KPI’s in place with the client.
    • The Cloud Partner Success Manager has the fundamental objective of ensuring Partner success through engagements via close customer focus and service excellence. 

The CPSM also has the fundamental objective of assisting the extending and/or renewing the multiyear year engagements through close customer focus and service excellence. 

Successful candidates for the CPSM role will have a variety of skills, including appropriate technical knowledge, service management experience, communications skills, ITIL process knowledge, financial/cost management awareness, experience of managing in a performance based environment, a strong background working with, managing and motivating teams in a matrix environment. Fundamentally, the CPSM should have the following four competencies:

1. Technical competency in the Compute, storage, BRS, Cloud Services and IaaS;

2. Process skill and analytics;

3. Communications and management skills.

4. Customer management skills and focus.

Principle Responsibilities & Duties

  • Primary interface for all client contact related to the services to be delivered aligned to the SOW.
  • Responsible for customer satisfaction.
  • Responsible for ensuring that Virtustream delivers to the SLA’s and KPI’s in place with the client.
  • Responsible for internal and external service management using appropriate metrics.
  • Responsible for ensuring that services delivered meets delivery requirements against standard agreed metrics.

These include but are not limited to:

  • Service delivery performance
  • Incident Management
  • Problem Management
  • Change Management

Production of detail to support invoicing, charging and any volume changes.

Primary cost accountability for the performance of the service contract.

Enforcing compliance with established policies, practices, and processes defined by Virtustream.

Work day to day with customers to ensure high level of satisfaction with delivered service.

Analyzing and reporting actual metrics to contracted SLA performance levels.

Reporting on current operations to all relevant stakeholders and using data to drive process improvements.

Ability to travel 10-25% as needed

Skills

  • Proficiency in hardware, software and/or operating systems environments.
  • Possesses strong product/technology/industry knowledge.
  • Understanding of business environment.
  • Ability to work with Finance on development and delivery of CSP P&L
  • Ability to lead, motivate and direct a workgroup.
  • Analytical ability.
  • Knowledge of SAP and SAP HANA an advantage.
  • Ability to prioritize projects and deliverables.
  • Communication skills.
  • Customer management skills
  • ITIL
  • Ability to run a long term operations engagement.

Education Required:

Bachelors (Tech) or equivalent

Experience Required:

8-12 Years

When you choose our company, you join a diverse world of innovative thought leaders. At our core is a commitment to workplace diversity, the sustainability of our planet, and community corporate involvement. We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities-all to create a compelling and rewarding work environment.

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