Location: Canberra, Australia

Function: (DEAI HV) GCSS

Job Overview

The Services Account Manager (SAM) is a key role within Hitachi Vantara, serving as the primary contact between Hitachi Vantara’s service organization and its largest accounts. The SAM drives value for both the customer and Hitachi Vantara by proactively addressing customer needs and building strong relationships with key stakeholders.

This role primarily serves the Defence business, requiring a security clearance (ideally PV, minimum NV2). A deep understanding of Defence account processes, dark site requirements, buying, budget and renewal cycles, asset reporting and inventory management is essential. Candidates should have at least five years experience working with Defence accounts and be willing to maintain or upgrade their clearance.

Responsibilities

- Serve as the single point of contact and escalation manager for all service delivery, communicating updates and information to customers regularly.
- Develop and maintain relationships throughout the customer organization, expanding beyond primary points of contact and managing vendor relationships for all deployed products.
- Organize and conduct regular meetings and reporting to review status, ensure customer satisfaction and deliver customized reports.
- Own the solutions assurance process, coordinating implementation consultants and managing the Solutions Assurance Document.
- Lead escalation management: coordinate customer meetings, align escalation logistics, proactively stay on top of issues and prepare necessary data.
- Complete incident reports, identify root causes, conduct post‑mortem communication and rebuild trust with customers.




- Participate fully in sales and pre‑sales activities, attend internal and external sales meetings, and pursue new opportunities for products and services.
- Act as the internal expert on customer systems, ensuring that pre‑sales, sales, implementation and service teams have the necessary knowledge.
- Own the account support plan, manage smooth installs, and coordinate incidents with CS&S; engineers, Resource Management and Global Support.
- Develop and implement an account safety net to proactively identify issues and automate critical support.
- Lead routine maintenance support, coordinate CEs, and ensure timely communication of updates and releases.
- Identify and drive continuous improvement initiatives for customer care.
- Engage in Customer Success activities, build a success plan, monitor account health, and serve as liaison with internal stakeholders.

Experience and Skillset

The SAM role requires a blend of account‑management and technical‑leadership skills. A strong background in either area alone is insufficient; training can be provided to build competence in the other.

Account Management Skills

Comfortable with outreach, building deep connections, and engaging in sales meetings to discuss products, services and solutions.



Able to convey technical details in non‑technical language and provide credible expertise internally and externally.

Technical Leadership Skills

Capable of communicating technical details to both Hitachi Vantara teams and customers, understanding customer systems at a technical level, and translating specifications into accessible language. Strong knowledge of storage industry products, ability to build reports, coordinate installs, monitor product health, and pull technical data from customer systems.

Qualifications

- Bachelor’s or Master’s degree in computer science, information technology, engineering or a related field.
- Minimum five years of experience, including at least two years in a cloud solution or data‑storage support capacity.
- Demonstrated experience with client‑facing interactions, presentations and handling difficult situations.
- Proven customer service excellence and relationship management skills.
- Experience driving pre‑sales and consulting activities to implement data strategies.
- Ability to present and sell new products in support of client environments.
- Collaborative, solutions‑oriented approach with strong communication skills.
- Project management skills, including task management, timeline setting, meeting leadership, and progress reporting.

Equal Prospect Employer Statement

We're proud to be an equal opportunity employer and welcome all applicants without regard to race, colour, religion, sex, sexual orientation, gender identity, national origin, veteran status, age, disability status or any other protected characteristic. Reasonable accommodations are available during the recruitment process.

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📌 Services Account Manager (Canberra)
🏢 Hitachi Vantara
📍 Canberra