Director, Technology Account Management

Company: Everest Re Group
Location: Warren
Posted on: May 14, 2022

Job Description:

Title:Director, Technology Account ManagementCompany:Everest Global Services, Inc.Job Category:TechnologyJob 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 Strategy, Enterprise Architecture, and Account Management with minimal supervision to drive the organization's customer success, engagement, and change. -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 technology, and develops and executes detailed plans that bring customers both immediate value and long-term success. - The role will also establish and manage the Everest enterprise global change and release management process based on industry standards and best practices. -Additional responsibilities including but are not limited to:Accountable for internal customer relationship, satisfaction, and ensuring the customer is receiving the tools and support needed to achieve their objectivesEstablish and rapidly mature the account management practice within Global Technology Services (GTS)Accountable for the management and maturing of the enterprise change and release management process reducing the frequency of change and increasing stability in the environmentAdditionally, accountable for the overall production change and release planning, tracking, and communicationsProvide technical leadership to internal customers, helping them understand GTS workflows, service level objectives, service offerings and capabilities using technical presentations and demosBe the voice of the customer, providing GTS teams feedback and escalate needed items to help drive customer engagement and satisfactionCollaborate with application teams fostering adoption of the established process, templates, and technologies for change and release managementDrive customer success and relationships ensuring improved delivery, support, process, and performance measuresGenerate and present data analytics, visualizations and actionable insights using existing tools including PowerBI and ServiceNow to gain trust from customers and identify areas of improvementManage 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/processesConduct 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 escalationsFollow up and assist with incidents, changes, and requests expediting items as neededUnderstand future customer needs for input to improve demand and capacity forecasting and planningAssist application teams to drive more efficient, risk adverse, and timely change and release management through improved process, tools, and performance measuresDevelop a deep understanding of the business domain, risk management posture, and enterprise technology landscape to effectively align the GTS service catalog with customer needsContinually communicate to the customer new GTS technologies and emerging services collaborating with the customer to assess viability and best fitEnsure compliance with corporate and IT policies and proceduresPerform special projects, and additional duties and responsibilities as requiredWork Experience & QualificationsBachelor's degree from an accredited college or university with a degree in Computer Science or Mathematics is desired5+ years of experience as a customer success manager, technical account manager, project manager, change manager, or equivalent skillsDemonstrate technical account management or customer success management experience with a forward-looking approach and strong commitment to customer successDemonstrated experience leading change advisory board meetings, coordinating production releases involving multiple teams and change including infrastructure and code promotionsStrong organizational skills to manage a high volume of interactions including project teams, technology leaders, and business leadersHigh level of empathy and customer advocacy skillsStrong analytical, problem-solving, and decision-making abilityAbility to take direction, demonstrate excellent teamwork, and work well with limited supervisionExcellent written and verbal communication skillsHighly motivated and self-directed with the ability to see the long-term visionCOVID-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. -#LI-Hybrid#LI-MC1Type:RegularTime Type:Full timePrimary Location:Warren, NJAdditional Locations:Everest is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion or creed, sex (including pregnancy), sexual orientation, gender identity or expression, national origin or ancestry, citizenship, genetics, physical or mental disability, age, marital status, civil union status, family or parental status, veteran status, or any other characteristic protected by law. -As part of this commitment, Everest will ensure that persons with disabilities are provided reasonable accommodations. If reasonable accommodation is needed to participate in the job application or interview process, to perform essential job functions, and/or to receive other benefits and privileges of employment, please contact Everest Talent Acquisition at 1-908-604-3000.SummaryLocation: Warren, NJType: Full time

Keywords: Everest Re Group, Elizabeth , Director, Technology Account Management, Executive , Warren, New Jersey