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For customers whose business requires highly available architecture and who demand “close order” support in a dynamic environment, VeriCenter offers exceptional support through our Enterprise Service team. This dedicated team develops an intimate understanding of the customer’s hosted environment, resulting in the ability to architect and provision a consistent solution, manage the inherent risk of change, identify root cause and remediate problems in the customer’s environment, and respond quickly and knowledgeably in the event of a “crisis.”
The Account Team
As a VeriCenter customer, you have an Account Team that consists of your Account Executive, Service Delivery Manager, Technical Account Manager, and Project Manager. While the Account Executive drives the initial solution design and contract discussions, the Service Delivery Manager owns the customer relationship as it relates to service delivery. The Service Delivery Manager is an experienced professional who understands how to manage processes and people to deliver a consistent result. This individual is skilled at explaining VeriCenter’s product offerings and is a subject matter expert for the way in which VeriCenter provisions new systems, manages change, resolves problems, and responds to incidents. With a clear understanding of the customer’s business objectives and organization, the Service Delivery Manager is responsible for navigating the customer through our processes.
The Service Delivery Manager develops a close working relationship with the customer’s management team through frequent meetings and management reporting. To identify direction for quality improvement and customer satisfaction, and to analyze capacity and trends in performance, the Service Delivery Manager conducts quarterly Service and Support Reviews with the customer. In addition, the Service Delivery Manager coordinates an annual Technical Review to re-examine the architecture of the environment and determine future technical needs. Along with the Technical Review, we also conduct a Business Review, which is intended to show how VeriCenter impacts and contributes to the customer’s business, to share VeriCenter’s “state of affairs” with the customer, and to review with the customer the coming year’s product roadmap.
With the support of a 24x7 technical team, the Technical Account Manager is an experienced IT professional who develops a solid familiarity with the hosted solution and becomes a trusted advisor to the customer’s technical team. During implementation, the Technical Account Manager works closely with the VeriCenter Project Manager. The Technical Account Manager is responsible for the scope definition of any new device that comes into the environment and for conducting a quality check once implementation is complete. When any significant change is proposed for the customer’s environment, the Technical Account Manager documents a change plan and works with the customer and VeriCenter’s Change Management Team to coordinate technical resources and execute the change. Once the change is complete, the Technical Account Manager reviews the change to ensure that it was executed properly.
The Technical Account Manager is also responsible for trending known issues and for working closely with the customer to identify root cause and remediate the issue. In times of crisis, the Technical Account Manager engages and coordinates the activities of the larger (24x7) technical team to ensure that service is restored promptly and correctly.
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