Manager of Service Account Management

Job Type
8,000,000 JPY - 11,000,000 JPY per year
Japanese Level
English Level
Advanced (TOEIC 860)
Start Date


 A global IT hardware vendor is hiring a Manager of Service Account Management, report to Director of Customer Service.

1. The manager of the Service Account Management is responsible for achieving the all Service goals for the assigned Service business such as:
  ‐ Service revenue goals
  ‐ Service margin and cost goals
- Manage the Service Account Management organization and establish fully functional and effective organization to meet the organization goals and maintain the operation for the purpose of:
  ‐ Manage Service Account staffs and Service business operation
  ‐ Service offering and quotation management
  ‐ Manage Service contract
  ‐ SLA development working with HQ to create T&Cs
  ‐ Delivery management of the technical education and training courses
2. Manage all aspect of the Service business in identifying the opportunities and prospect within the geography and work very closely with the sales team in Service offering and promote the Service solution to develop and close the business
3. Manage account relationship with the customers and partners and promote Service solution with these accounts or partners
4. Establish agreements to incorporate partners' products or services within our contract, enabling to sell services contracts effectively to the end-users
5. All aspects of Service Account Planning for the accounts/partners such as:
  ‐ Managing critical issue directly or engage the TSO technical resource to resolve high-level technical issues
  ‐ Provide proactive product and support information (i.e. Fix lists, updates or release information, etc.)
  ‐ Address/Escalate critical problems
  ‐ Provide customers/partners with status reports on "open" issues
  ‐ Establish and attend the customer/partner status meeting to review changes fixes and support activities
  ‐ All Aspects of problem resolution management and "critical account problem resolution
6. Manage All the company's Services Contracts in:
  ‐ Service proposal with the contract prepared by SAM during the sales cycle and service offering, which includes negotiations, terms change based on the business requirements or size of the business

Required Skills

 - Technical experience in servers (HW/SW) and in various applications and in Customer Service organization
- Service account management or equivalent experience focusing on the financial performance
- Account management or Sales experience in IT industry
- People management as an organization manager
- Experience in working with Service Partners or System integrator
- Experience in multi-national company and work very closely with international technical resources

Preferred Skills