Veritas Sr. Business Critical Account Manager in Sydney, Australia

Main Purpose:

The Business Critical Account Manager is responsible for developing and maintaining committed relationships with regional and global BCS customers. The BCAM is available to the customer on a 24x7 basis to manage Severity 1 support issues and escalations. The BCAM works with the customer to provide proactive preventative activities to reduce the number of issues experienced and optimize Veritas solutions and services revenues. The BCAM will also assist the account team looking for additional opportunities to bring in other service offerings as well as positioning new product opportunities.

Primary responsibilities:

  • Effectively manage the service relationships at all levels of assigned accounts with minimal supervision
  • Resolve service and product issues through technical support and product management.
  • Ability to develop strong internal relationships (i.e. sales, renewals, services, etc.)
  • Aligns with customer management team to help the customer reach their internal goals
  • Engage and manage resources for reactive escalations
  • Host technical support case review calls with the customer (i.e. case trending, closed/open cases)
  • Successfully uses internal relationships to maintain and grow revenue opportunities for Veritas services and product
  • Proactively introduce training and consulting service opportunities into assigned account base to ensure optimal Veritas revenue opportunities.

Scope:

Uses professional concepts and company policies and procedures to solve a wide range of difficult problems in imaginative and practical ways. Broad application of principles, theories, and concepts in applicable discipline, plus working knowledge of other related fields. Works on problems of diverse scope where analysis of data requires evaluation of identifiable factors. Exercises judgment within generally defined practices and policies in selecting methods and techniques for obtaining solutions.

Business Impact:

Contributes to the development of organization's goals and objectives. Failure to obtain results or erroneous judgments or recommendations would normally have serious results and may require substantial expenditure of resources to correct and/or achieve project goals.

Success Factors:

  • Team Player
  • Self Starter
  • Effective communication and presentation skills
  • Strong Listener
  • Time Management skills

Leadership/Supervision:

Normally receives no instruction on routine work, general instructions on new assignments. Work is evaluated upon completion to ensure objectives have been met. May provide guidance to lower level professional staff but has no formal supervisory responsibility.

Internal/External contacts:

Frequent inter-organizational and outside customer contacts. Represents the organization on projects and may perform in project leadership role.

Preferred Education:

Bachelor's Degree or equivalent experience in Service Delivery Management Role

Related Experience Desired:

4-6 years’ experience in customer support related role, ability to build internal and external working relationships. Must have strong problem resolution skills, presentation and communication skills.

Working at Veritas

Nearly 90% of Fortune 500 companies already use Veritas core solutions and these solutions catalogue the 1.5% of target rich data today. Veritas helps customers transform their data into information, and those insights into competitive advantage.

At Veritas, you will enjoy an open, flexible, and supportive environment which lets you bring your ideas to life. Our commitment to development and diversity sparks innovation.

If impact, innovation and a winning culture are important to you, consider a career at Veritas.

We Embrace Diversity

Diversity in thought, perspective, experience and life is a vital part of our culture. It is this culture, that allows us to innovate, solve problems and succeed.

Veritas is an equal opportunity employer

Veritas is an equal opportunity employer. All qualified applicants for employment will be considered without regard to race, color, religion, sex, gender identity, sexual orientation, national origin, status as an individual with a disability, veteran status, or any other basis protected by federal, state, or local law. Pursuant to the San Francisco Fair Chance Ordinance (FCO), we will also consider for employment qualified individuals with arrest and conviction records.

EEO is the Law. Applicants and employees of Veritas Technologies LLC are protected under Federal law from discrimination. Click here to find out more.

Veritas will respond to requests for reasonable accommodations to assist you in applying for positions at Veritas, or to submit a resume. If you need to request an accommodation, please contact our HR Helpdesk by email at AskHR@Veritas.com .