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Service Account Manager (SAM) - Canberra
Dell, Canberra, Any
Service Account Manager (SAM) - CanberraDell Technologies provides the technology that transforms the way we all work and live. But we are more than a technology company - we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can't wait for you to discover this for yourself as a Service Account Manager on our Canberra Team . Join us as a Service Account Manager on our Account Management Services team in Canberra to do the best work of your career and make a profound social impact.As a SAM you are passionate about helping your customers achieve transformational business outcomes which drives each interaction you have with your customers. You have ownership of your customer relationships and experiences which enables you to provide personalized support based on the needs of your customers. A SAM builds relationships with customers to become a support services trusted advisor focused strategically on the total customer experience and customer satisfaction. As a resourceful, creative, and curious individual, you build networks within Dell Technologies to enable you to leverage the wealth of our resources to ensure incident resolution, drive proactive activities promoting system health, and deliver exceptional customer satisfaction. You collaborate cross-functionally with Dell account teams to understand the business strategy and support sales opportunities. You will be responsible for the account management of multiple customers that utilize our highest levels of Support entitlement options. What you'll achieve As Service Account Manager, you will manage multiple work streams and service delivery processes. Prioritizing and aligning to your customers' needs while driving continuous improvement and developing monthly business reviews. You will:Function as the single point-of-accountability for service activities and complete problem resolution in a complex technology environment.Educate your customers on and enable the adoption of all Dell Technologies Services portfolio offerings and tools.Collaborate with Dell Technologies resources and customer during escalations.Communicate relevant service updates and recommendations to both internal & external customers to ensure a level of compliance and performance.Work with your customers to proactively identify and resolve potential issues to achieve high system availability in the customer's environment and use data to build a compelling account plan and strategy.Provide reports to proactively inform your customers and account team of overall account status, including ongoing and historical service activities, lifecycle management items, recommendations for further risk mitigation, updates on incident solution, and progress of upgrades and enhancements.Lead meetings with an executive level audience and articulate a forward-thinking account plan.Perform onsite customer visits as necessary.Take the first step towards your dream careerEvery Dell Technologies team member brings something unique to the table. Here's what we are looking for with this role:Essential RequirementsStrong communication skills (written, verbal and listening)Complex problem solvingAbility to influence cross functionally and in a matrix environmentGood understanding of storage conceptsDesirable RequirementsITIL FoundationMinimum NV1 Security clearance8+ years relevant experience (customer facing, large accounts, IT industry related) with a Bachelor's Degree; 6+ years related experience with a Master's Degree; 3+ years related experience with a PhD, or equivalent experience.Here's our story; now tell us yoursDell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We're proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.What's most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.We started with computers, but we didn't stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what's next in technology, starting today.You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here .Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy here .Salary: . Date posted: 11/13/2021 04:54 PM
Service Experience Manager
Teradata, Canberra, n Capital Territory
SERVICE EXPERIENCE MANAGER - CANBERRA. Service Experience Managers are dedicated to helping our customers achieve operational excellence for their analytical ecosystem, which will drive customer satisfaction and increased Teradata consumption. Operational excellence will ensure our customers get the most value from their ecosystem investment. This role augments the account executives and solution architects who help our customers understand potential business value and options to apply analytic technology to capture that value. Service Experience Managers execute their role by both delivering specificvalue-addservices and by serving as a focal point overseeing ongoing operational services. Service Experience Managers will bring not only industry established rigor for operational excellence (ITIL/ITSM) but also build on observed best practices across our diverse customer base. Service Experience Managers will assess where our customers are on their journey to operational excellence. This assessment will be built on ongoing shared metrics as well as formal review processes executed quarterly and annually. The assessments will help form clear plans to improve performance and drive greater value. Service Experience Managers will be very focused on helping our customers actively manage operational risk. By reviewing the best information regarding operationalrisk-basedforthe customer's specific environment we will bring recommendations forward and work with our customers to execute mitigation plans. Service Experience Managers will have an oversight and support role in ongoing services and will monitor performance against SLAs and drive adjustments in resources or processes if required. When operational challenges arise the Service Experience Manager will be engaged to make sure Teradata brings our best forward to quickly resolve the issue. The Service Experience Manager bridges the various Teradata teams delivering ongoing services as needed to make sure activities are coordinated and working an integrated resolution plan. Skills and Experience. This position requires the candidate to hold an Australian Government Security Clearance. Prerequisites for a security clearance includes the following: the candidate must be an Australian Citizen and have a willingness to undergo a security clearance process;. Prior experience driving operational excellence at SaaS or data warehouse company;. High-level technical knowledgeof data warehouse products and services (coordinate and introduce SMEs for detailed technical information sessions);. The ability to operate within and contribute to a diverse workforce, across on and off-shore delivery teams and cross-functional business units;. Strong client management and change management skills;. Experience across a number of industries/verticals to offer flexible staffing options or experience in highly regulated industry (eg, government, public sector, healthcare, financial services); and the. Ability to drive successful delivery teams that continually evolve and improve our ability to execute on time and above expectations. Main tasks & key responsibilities. Drive operational excellence Assess customer's ongoing analytical environment (eg, ITSM assessment) from product and services perspective. Provide recommendations to improve performance and value to the customer Actively manage operational risk (eg, manage test, configuration), Provide expertise on industry/TDC best practice on operational excellence (eg, ITIL, change management); industry-specific expertise only required for highly regulated verticals (eg, healthcare & government), Facilitate collaboration and joint planning between services teams throughthe creationof services community focusedaroundcustomer experience, elimination of overlaps, and creation of leverage between organisations when feasible (may require collaboration tool); and Provide client-related knowledge management; ensure knowledge relative tothe clientis maintained and shared in a timely manner across teams. Manage service account Builds a trustedadvisorrelationship with customer teams (executive level vs. operational) responsible for production support and infrastructure mgmt.; liaises with SMEs (CS/MS) for technical or specific info on change and releasemgmt./operationsmgmt. Manages communication of overall execution against contractual SLAs for operational and infrastructure support services tothe customer; Manages CS/MS onthe deliveryof specific proactive services as entitled (System Health reviews, Incident reviews, Risk items like tech alerts); Provides input onongoingservices contract renewal process; and Identify customer training needs and recommend appropriate coursework to improve usecases/businesscase (vs. technical). Manage and track customer satisfaction Improve the customer experience by determiningcross-functionalprocess improvements either within TDC or with customer; Advocate/program manage customer escalations cross-departmentally; Articulate customer business needs to cross-functional organizations to improve, enhance existing offers or to create new services offers; Survey customer experience and determine ways to improve customer satisfaction/NPS ratings; Put proactive measures in place to get a360-degreeview of the customer (eg, NPS, Incident surveys, Consumption/usage of system/services) to detect early signals of at-risk renewals and design a playbook to address risks; and Consolidate and report customer results and forecasts (high-level trends, highlight key exceptions, compare cross-functional delivery). Manage incidents/events Manage customers onboarding TD (Cloud or on Premise), especially integration of tools (eg, ITSM, Viewpoint); Serve as a focal point for communication and incident management during critical events (eg, facilitate communication between TD engineering and customer); Manages root cause analysis for critical incidents (esp. when cross-functional), and Oversee post critical event reviews focused on root caused and corrective actions (TD and Customer actions). Manage service delivery Manage Service Delivery Fidelity (SOW compliance and action); Evaluate and communicate delivery and systems metrics/SLA achievement, and engage in value based/roadmap activities and incorporate resultant plans reporting on a weekly, monthly and quarterly basis, and Manage resource oversight & coordinationofongoing operational resources (CS, MS) including new team member onboarding. Generate sales leads and support sales Identify and hand-off upsell opportunities; Regularly meet with account team lead to discuss account strategy and future sales opportunities; Regularly meet with EDC Engagement Partner to discuss account strategy and future sales opportunities; Promote customer engagement in various TD forums (sales events, User groups, User forums), and Assist and provide input in contract negotiations. Provide technical advice Provide ongoing, high-level technical leadership (Cloud and on Premise) and align servicesmission/strategyfor customers across multiple TDC service organizations, and Oversee provision of best practice guidance for managing environments and system change activities (eg, assist with NPARC, upgrades, forklifts, PDCR configuration). Our Company. Teradata (NYSE: TDC) is the leading multi-cloud data platform company for enterprise analytics, transforming how businesses work and people live through the power of data. At Teradata, we are leading the data era. As enterprises address today's digital economy, they are faced with new competition and consumer expectations and are turning to data to power their future. Teradata has worked with the largest companies in the world for 40+ years, bringing our experience and expertise to support global enterprises with their most demanding, mission-critical, complex, and large-scale data needs. Teradata is recognized as a leader in the cloud, data, and analytics spaces by top analyst firms, Gartner and Forrester, and Fortune Magazine as well. Our connected multi-cloud data platform for enterprise analytics, Teradata Vantage, is an extremely scalable, secure, and resilient offering that simplifies ecosystems by connecting data and making it easier to uncover insights from across the organizationregardless of where that data resides. With Vantage, we enable companies to modernize their data management, from start to scale. Every day, millions of users benefit from our open data platform. Empowering customers and partners to develop and build how they like, we enable hundreds of business outcomes and solutions, including improving customer experience and profitability, driving operational efficiency, realizing financial transformation, or achieving operational efficiency. As the world of data grows, we are the leader in enabling the future of connected businesses, powered by data intelligence. We are committed to delivering on this vision by following sustainable business practices and with a strong focus on diversity, equity, and inclusion. We believe that only by embracing diversity of identity, thought, background, expression, and perspective can we solve today's challenges and reimagine tomorrow's world.
Client Services Executive
Teradata, Canberra, n Capital Territory
Client Services Executive. Location: Canberra. Industry Focus: Government. Position Overview. The Client Services Executive (CSE) is responsible for the overall Teradata Services business development and delivery of Teradata Consulting, Transactional and Managed Services within an assigned account, accounts, or industry, playing a key role in account planning and execution, helping to redefine how to sell and deliver business-focused services to Teradata's existing and new target customers, across both Teradata and associated eco-system solutions, thereby contributing to business growth. You are highly respected for your knowledge, skills, and experience to meet our customers' business challenges through the use of data and analytics at scale. You are a good communicator with strong interaction with the customer understanding their needs, creating offers, and mapping existing assets to solve their business problems. You will be working in a combination of physical and virtual office environments, including home, office, and customer site. Local travel up to 70% is expected depending on the location of the candidate with respect to the customer(s) site(s). Some International travel may be required for training. Key Areas of Responsibility: Develop in-depth understanding of their customer's objectives, including the business, industry, company profile, business plan and key initiatives of the organization. Engage at all levels of the customer from the Senior Executives to the Database Administrator (DBA)Develop strong relationships and build advocacy with key decision makers at Customers. In conjunction with the Account Executive and other members of the account team (the Sales Quad), define and/or enhance the account plan and strategy including the development of opportunities that drive Annual Recurring Revenue growth and Services Revenue. Identify, develop, and own Services opportunities within their assigned accounts and industry. Own and manage the consulting funnel and pipeline of opportunities for their designated accounts or territories. This includes maintaining the funnel in Salesforce and actively updating opportunities. Engage with customers at all levels from Senior Executives to DBAs to outline how data drives value and provide thought leadership - building strong and long-lasting relationships. Position and drive the sale of Teradata Services per the Teradata Strategy and serve as the lead Teradata negotiator for proposals and contracts. Work with Program Managers and Project Managers to provide scoping, planning, cost estimating, and pricing of Teradata Consulting engagements within the overall Consulting portfolio for their account, in conjunction with the Teradata Consulting Manager/Director. Manage and own the development of proposals for Teradata Services, related Statements of Work and Bid Review documents. Direct, and support the execution and delivery of customer solutions from a services perspective, including participation in client steering committees, project audits and quality checks. Be the point contact for issue resolution and managing escalations. Be responsible for the Teradata Consulting forecast, orders, revenue, profit, engagement planning, engagement execution, engagement quality, and client satisfaction. Work with Project Managers and Practice Leaders to qualify skills and training required to meet your customer's needs. Work with Global Development Centers (GDC) to position cost effective offshore/dual shore opportunities and engage GDC resources during positioning, selling and delivery where appropriate. Provide direction for solution implementation engagements, of moderate to high complexity, or a collection of multiple projects. Act as a Program Manager/Director as required. Education and Experience Required: BS, MBA, or MS in business, technical or professional discipline or equivalent work experience. 10 plus years IT industry or related experience, with an IT worldly perspective. An acknowledged and consolidated experience within the Data domain (Data Warehouse, BI, Data Management, Data Analytics, Advanced Analytics, Big Data, etc.), being able to create solid and trustful working relationships with customers, understand their business strategy and priorities, and use Data & Analytics as an enabler to grow their business. Passion to win, entrepreneurial, high energy, responsive and results driven. Proven experience in customer relationship management. Consulting selling experience with a vendor or consulting firm is preferable. Experience and ability to work in a matrixed organization. Business management experience including engagement management experience with multiple project streams and complex EIM or Analytics implementations. Experience in other competitive products. Knowledge in Open Source Analytics, DB2, Oracle, Analytics Appliances, to be able to draw comparisons with Teradata. One or more Industries experience, ideally in industries such asRetail/Healthcare/Manufacture industries. Strong consultative, communicative, writing, and presentation skills. A people, customer, and team orientation. A motivated, proactive, organized and self-starting attitude and working style. Strong personal and team goal orientation. Expertise in developing and delivering working documents that communicate and corroborate complex ideas. Strong planning and organizational skills. Demonstrated consultative approach to business problem solving internally or with the client/prospects and/or partners. Experience identifying key business opportunities and initiatives, solutions, and overall strategy for meeting business objectives. Ability to scope and create action plans through business needs analysis which include critical thinking and analytical reasoning that identifies the business opportunity with the most compelling ROI analysis, business benefits, acceptable risk profiles, and success factors. Experience in capturing business opportunity insight and experiences, documenting lessons learned and best practices for re-use. OTHER ATTRIBUTES: Operates with an appropriate sense of urgency. Innovative and resourceful. Ability to work flexibly in a rapidly changing, ambiguous and often pressure-filled environment. Ability to influence and coach others. High level of personal integrity. Have a proven high level of initiative, self-motivation, and enthusiasm. Thinks strategically and laterally when making decisions and solving problems. Ability to transform strategy into results. Excellent presentation, communication, and interpersonal skills. WORK ENVIRONMENT: Team focus - works with a sales team, Customer Success, Solution Engineering, and shared services support teams where results are based on cooperation with and/or influence of others. Results orientation focuses on results and success, conveying a sense of urgency and driving issues to closure. Meeting deadlines and produce high quality work. OTHER REQUIREMENTS. All applicants must be an Australian citizen and be able to obtain a Federal Government security clearance. Teradata is an equal opportunity employer in all aspects of our business. We are excited by the unique qualities, abilities, and perspectives each person brings, and candidates are considered on all the fundamentals they may bring to the role and the team. Our Company. Teradata (NYSE: TDC) is the leading multi-cloud data platform company for enterprise analytics, transforming how businesses work and people live through the power of data. At Teradata, we are leading the data era. As enterprises address today's digital economy, they are faced with new competition and consumer expectations and are turning to data to power their future. Teradata has worked with the largest companies in the world for 40+ years, bringing our experience and expertise to support global enterprises with their most demanding, mission-critical, complex, and large-scale data needs. Teradata is recognized as a leader in the cloud, data, and analytics spaces by top analyst firms, Gartner and Forrester, and Fortune Magazine as well. Our connected multi-cloud data platform for enterprise analytics, Teradata Vantage, is an extremely scalable, secure, and resilient offering that simplifies ecosystems by connecting data and making it easier to uncover insights from across the organizationregardless of where that data resides. With Vantage, we enable companies to modernize their data management, from start to scale. Every day, millions of users benefit from our open data platform. Empowering customers and partners to develop and build how they like, we enable hundreds of business outcomes and solutions, including improving customer experience and profitability, driving operational efficiency, realizing financial transformation, or achieving operational efficiency. As the world of data grows, we are the leader in enabling the future of connected businesses, powered by data intelligence. We are committed to delivering on this vision by following sustainable business practices and with a strong focus on diversity, equity, and inclusion. We believe that only by embracing diversity of identity, thought, background, expression, and perspective can we solve today's challenges and reimagine tomorrow's world.
Senior Project Manager
HAYS, Canberra Region, n Capital Territory, Canberra
Permanent opportunity for an experienced IT Project Manager to join a global IT solutions company. WFH option. Your new company Hays is working with its client, a Global IT solutions company to supply an experienced Senior IT Project Manager to oversee multiple accounts. Your new role The successful candidate will be working across both Defence and Home Affairs portfolios and have oversight of multiple Cloud and Infrastructure projects. They will be responsible for: Managing the development and integration of entire project(s) Proactively reporting on project risk and deliverable issues Establishing and managing the project plan(s) including development, delivery schedule, resource requirements, 3rd parties, cost budget methodology) Using strong project management skills and delivery methodologies to lead the delivery of projects or sub-projects within planned timeframes, budget, margins and quality specs What you'll need to succeed In order to be successful in the role, candidates will need to display: Demonstrated experience with Technology Cloud and Infrastructure projects Successful track record of engagement capture and client relationship management Experience within a Government setting (preferably Defence or Home Affairs subject matter) Excellent communication and career motivations An active NV1 clearance (although Baseline will be considered) What you'll get in return On offer for the successful applicant: Flexible working (including WFH capability and 37.5 hour weeks) - although it is preferred that the candidate is based in Canberra Access to Professional Development resources including formal qualifications and soft skill development An attractive salary ($150-170k superannuation) Sponsored ESC process What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call Michael Minns now on 0407 106 709 or email, Michael.Minnshays.com.au. If this job isn't quite right for you but you are looking for a new position, please contact me for a confidential discussion on your career. LHS 297508 2587360
Senior Project Manager
HAYS, Weston Creek, Canberra Region, Canberra, n Capital ...
Permanent opportunity for an experienced IT Project Manager to join a global IT solutions company. WFH option. Your new company Hays is working with its client, a Global IT solutions company to supply an experienced Senior IT Project Manager to oversee multiple accounts. Your new role The successful candidate will be working across both Defence and Home Affairs portfolios and have oversight of multiple Cloud and Infrastructure projects. They will be responsible for: Managing the development and integration of entire project(s) Proactively reporting on project risk and deliverable issues Establishing and managing the project plan(s) including development, delivery schedule, resource requirements, 3rd parties, cost budget methodology) Using strong project management skills and delivery methodologies to lead the delivery of projects or sub-projects within planned timeframes, budget, margins and quality specs What you'll need to succeed In order to be successful in the role, candidates will need to display: Demonstrated experience with Technology Cloud and Infrastructure projects Successful track record of engagement capture and client relationship management Experience within a Government setting (preferably Defence or Home Affairs subject matter) Excellent communication and career motivations An active NV1 clearance (although Baseline will be considered) What you'll get in return On offer for the successful applicant: Flexible working (including WFH capability and 37.5 hour weeks) - although it is preferred that the candidate is based in Canberra Access to Professional Development resources including formal qualifications and soft skill development An attractive salary ($150-170k superannuation) Sponsored ESC process What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call Michael Minns now on 0407 106 709 or email, Michael.Minnshays.com.au. If this job isn't quite right for you but you are looking for a new position, please contact me for a confidential discussion on your career. LHS 297508 2587360
Senior Project Manager
HAYS, Gungahlin Area, Canberra Region, Canberra, n Capit ...
Permanent opportunity for an experienced IT Project Manager to join a global IT solutions company. WFH option. Your new company Hays is working with its client, a Global IT solutions company to supply an experienced Senior IT Project Manager to oversee multiple accounts. Your new role The successful candidate will be working across both Defence and Home Affairs portfolios and have oversight of multiple Cloud and Infrastructure projects. They will be responsible for: Managing the development and integration of entire project(s) Proactively reporting on project risk and deliverable issues Establishing and managing the project plan(s) including development, delivery schedule, resource requirements, 3rd parties, cost budget methodology) Using strong project management skills and delivery methodologies to lead the delivery of projects or sub-projects within planned timeframes, budget, margins and quality specs What you'll need to succeed In order to be successful in the role, candidates will need to display: Demonstrated experience with Technology Cloud and Infrastructure projects Successful track record of engagement capture and client relationship management Experience within a Government setting (preferably Defence or Home Affairs subject matter) Excellent communication and career motivations An active NV1 clearance (although Baseline will be considered) What you'll get in return On offer for the successful applicant: Flexible working (including WFH capability and 37.5 hour weeks) - although it is preferred that the candidate is based in Canberra Access to Professional Development resources including formal qualifications and soft skill development An attractive salary ($150-170k superannuation) Sponsored ESC process What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call Michael Minns now on 0407 106 709 or email, Michael.Minnshays.com.au. If this job isn't quite right for you but you are looking for a new position, please contact me for a confidential discussion on your career. LHS 297508 2587360
Senior Project Manager
HAYS, North Canberra, Canberra Region, Canberra, n Capit ...
Permanent opportunity for an experienced IT Project Manager to join a global IT solutions company. WFH option. Your new company Hays is working with its client, a Global IT solutions company to supply an experienced Senior IT Project Manager to oversee multiple accounts. Your new role The successful candidate will be working across both Defence and Home Affairs portfolios and have oversight of multiple Cloud and Infrastructure projects. They will be responsible for: Managing the development and integration of entire project(s) Proactively reporting on project risk and deliverable issues Establishing and managing the project plan(s) including development, delivery schedule, resource requirements, 3rd parties, cost budget methodology) Using strong project management skills and delivery methodologies to lead the delivery of projects or sub-projects within planned timeframes, budget, margins and quality specs What you'll need to succeed In order to be successful in the role, candidates will need to display: Demonstrated experience with Technology Cloud and Infrastructure projects Successful track record of engagement capture and client relationship management Experience within a Government setting (preferably Defence or Home Affairs subject matter) Excellent communication and career motivations An active NV1 clearance (although Baseline will be considered) What you'll get in return On offer for the successful applicant: Flexible working (including WFH capability and 37.5 hour weeks) - although it is preferred that the candidate is based in Canberra Access to Professional Development resources including formal qualifications and soft skill development An attractive salary ($150-170k superannuation) Sponsored ESC process What you need to do now If you're interested in this role, click 'apply now' to forward an up-to-date copy of your CV, or call Michael Minns now on 0407 106 709 or email, Michael.Minnshays.com.au. If this job isn't quite right for you but you are looking for a new position, please contact me for a confidential discussion on your career. LHS 297508 2587360