GlassHouse is hiring an Account Analyst to manage all aspects of GlassHouse Service Level Agreements (SLAs) for assigned major account(s) on a 7x24x365 schedule.  The Account Analyst ensures all customer problem-solving processes and procedures are formalized and measurements are in place to monitor effectiveness and success. In addition, the Account Analyst ensures that an appropriate infrastructure is in place to meet the SLAs and measures success against them, including technical, administrative, training, lab tools, and staffing components. This role is based in Seattle, Washington. Local candidates only; relocation is not available.

Mandatory Technical Qualifications:

• BS in Computer Science, Electrical Engineering or other technical degree or equivalent on the job experience.
• Minimum of 5 years managing a remote service delivery operation.
• Experience in deployment of service tools and technology.
• Experience in developing service measurements and reporting tools.

Additional Qualifications:

• Ability to work independently.
• Outstanding communication skills (written and verbal).
• Strong business experience and judgment.
• Strong strategic thinking and planning skill sets.

Roles and Responsibilities

• Communicate with and monitor third-party field service operations on critical account escalations. 
• Create SOP, Project Plans and formal communication guidelines for internal and external escalation updates.
• Define performance goals and milestones for assigned account(s).
• Develop and implement formal technical call flow and appropriate business rules associated with workload.
• Develop business plan and staff appropriate Subject Matter Experts to specialize on assigned account(s).
• Develop comprehensive assimilation program and training curriculum for new hires.
• Develop formal matrix package to measure key components of operation.
• Develop strategy for web-based technical information.
• Host weekly conference calls.
• Monitor case flow for accuracy, including: case notes, case status, priority levels and case closure.
• Partner with CSS Sales, to understand customer expectations, exceed customer satisfaction goals and ensure our customer base will provide positive references for new accounts. 
• Provide insight/incorporate experience from escalations into partners’ service management and technical support best practices.
• Provide technical staffing level recommendations for annual budget to support assigned account(s).

Principals Only:  GlassHouse will not pay a fee for resume submissions or candidate referrals (written, oral or otherwise) received from third-parties or agencies (contingent or retained). Unsolicited resume submissions and candidate referrals will be considered no-fee referrals and will in no way obligate GlassHouse to pay a fee or service charge upon hire of such candidates/referrals.

To apply, please send your resume with a cover letter including salary expectations to careers@glasshouse.com.

We will contact candidates directly who meet the qualifications of this role. Resume must include salary requirements in order to be considered.

No telephone calls please.