Warren Township, New Jersey

Job Description:

Everest Global Services, a member of the Everest Re Group, Ltd, a worldwide Reinsurance Company, is seeking a Director of Account Management to join the Global Technology Services (GTS) group located at the US headquarters in Warren, New Jersey or Charlotte, NC.

 

The Account Manager will report directly to the Vice President of Enterprise Architecture and Strategy with minimal supervision to lead initiatives to establish improved Change, Release, and Incident Management practices and drive the organization’s customer success and engagement.  To be successful in this role, you will be someone who excels at fostering extraordinary customer relationships, manages strong customer engagement, has broad experience in IT Service Management and in technology, and develops and executes detailed plans that bring customers both immediate value and long-term success. 

 

Additional responsibilities including but are not limited to:

  • Accountable for internal customer relationship and satisfaction, and ensuring the customer is receiving the tools and support needed to achieve their objectives
  • Ownership of the change management and change advisory board process and execution
  • Establish and execution of the enterprise release management process, standards, and technology
  • Provide leadership to establish and rapidly mature the account management practice within Global Technology Services (GTS)
  • Provide technical leadership to internal customers, helping them understand GTS workflows, service level objectives, service offerings and capabilities using technical presentations and demos
  • Be the voice of the customer, providing GTS teams feedback and escalate needed items to help drive customer engagement and satisfaction
  • Drive customer success and relationships ensuring improved delivery, support, process, and performance measures
  • Lead the Account Management team in generating and presenting data analytics, visualizations and actionable insights using existing tools including PowerBI and ServiceNow to gain trust from customers and identify areas of improvement
  • Manage internally facing customer expectations and maintain an open line of communication to understand the work and deadlines requiring GTS support, customer constraints, demand issues, and new technologies/processes
  • Conduct frequently scheduled and ad hoc meetings with customer team members and Leaders to understand and drive resolution of GTS issues, areas of improvement (people, process, technology), roadblocks, and escalations
  • Follow up and assist with incidents, changes, and requests expediting items as needed
  • Understand future customer needs for input to improve demand and capacity forecasting and planning
  • Develop a deep understanding of the business domain, risk management posture, and enterprise technology landscape to effectively align the GTS service catalog with customer needs
  • Continually communicate to the customer new GTS technologies and emerging services collaborating with the customer to assess viability and best fit
  • Ensure compliance with corporate and IT policies and procedures
  • Perform special projects, and additional duties and responsibilities as required

 

Work Experience & Qualifications

  • Bachelor’s degree from an accredited college or university with a degree in Computer Science, Engineering, or Mathematics is desired
  • 7+ years of experience as a customer success manager, technical account manager, or equivalent skills
  • Demonstrate technical account management or customer success management experience with a forward-looking approach and strong commitment to customer success
  • Strong organizational skills to manage a high volume of customer interactions
  • High level of empathy and customer advocacy skills
  • Strong analytical, problem-solving, and decision-making ability
  • Ability to take direction, demonstrate excellent teamwork, and work well with limited supervision
  • Excellent written and verbal communication skills
  • Highly motivated and self-directed with the ability to see the long-term vision

 

COVID-19 Vaccine Mandate:

Everest requires all individuals hired into this position to be fully vaccinated and provide proof of vaccination prior to commencement of employment, unless the Company has granted an exemption. 

Warren Township, New Jersey

Everest is a world leader in property and casualty reinsurance and insurance, offering innovative products, responsive service and unsurpassed financial strength. Everest Reinsurance Company underwrites virtually all classes and categories of business in treaty, facultative and specialty lines, both through brokers and directly with ceding companies. Primary insurance products and services are available through several subsidiary operations including Everest National Insurance Company, Everest Indemnity Insurance Company and Everest Insurance Company of Canada. Everest professionals, working from several office locations around the world, have the technical expertise and market knowledge to produce tailored solutions precisely fitted to customer needs. Explore Everest through this web site. Begin to experience the capabilities that make Everest stand out in today's market.

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