Manger 1, Account Services Management

**Manger 1, Account Services Management - SecurID**

As organizations across the globe transform to meet the rapidly evolving demands of the post-pandemic world, cybersecurity has become the bedrock of today’s digital economy. Nowhere is this more critical than in securing the identities of the employees, external users, and customers that drive the modern digital business. RSA SecurID is the most recognized and trusted brand in Identity Assurance with more than 12,000 customers, including 90% of the Fortune 500. For over 35 years, SecurID has pioneered many of the encryption, authentication and identity federation technologies that still power the Internet today. And now SecurID is transforming the industry yet again, paving the way for the future of digital Identity through next-generation SaaS-powered Identity Assurance and a frictionless, mobile-optimized experience for the modern workforce. If you are a self-motivated entrepreneur looking for a fast-paced challenge doing something that truly matters, come join our winning team

Responsibilities include the management and oversight of service delivery processes, which may include incident management, problem management, request management, change management, service level management and configuration management as well as resource coordination, customer management, dispute and technical resolution management and communications at various levels during services engagements from tactical (incident based) to strategic (Global Account Management Strategies).

**_ Principal Responsibilities:_**
- Lead teams including hiring, development, and growth of the team including retention and career development within and beyond this function within SecurID business
- Provide leadership, guidance, and support for all team members.
- Maintain close alignment and collaboration with PS, CS, product team and Customer success Management
- Organize, plan, direct, and coordinate all aspects of the team.
- Manage workload and accounts prioritization within the team.
- Responsible for SAM assignments as well as escalations management assignments
- Provide the business with weekly, monthly, and quarterly reporting and metrics on team contribution and value add to the Service account management lifecycle from a revenue, retention, customer relationship perspectives
- Responsible for operational results in terms of performance standards/metrics, customer satisfaction
- Responsible for leading the team towards achieving organizational goals for SAM and Escalation Management
- Ensure that issues and recommendations with regards to programs, tools, projects, products, process, metrics, standards, and customers are escalated to the proper stakeholders
- Lead and Integrate customer and RSA business requirements with technical requirements to determine best course of action when resolving customer issue.
- _Coordinate activities with Account Managers, System Engineers, Professional Service and Customer Service to ensure all customer needs are met._

**_Requirements:_**
- Bachelor’s degree in a related field
- Ideally 7+ years of related work experience with a similar discipline; including 5+ years of hands-on field experience
- Proven experience in service account management services
- Ability to lead, motivate and direct a workgroup.
- Very good Communication skills.
- Very good Customer Service/escalation handling skills.
- Good leadership skills & Organizational skills.
- Business understanding
- Flexibility to work in different time zones and different shift patterns
- RSA is committed to the principle of equal employment opportunity for all employees and applicants for employment and to providing employees with a work environment free of discrimination and harassment. All qualified applicants will receive consideration for employment without regard to race, color, and any other category protected by applicable country law. _