Strategic Account Manager, Irvine, CA - May 16, 2017
I worked at Quantum for 42 years. It wasn't always Quantum. It evolved over time by a series of mergers, acquisitions, name changes, etc. I performed a variety of tasks at Quantum, but everything I did was in the data protection arena. I started out as a technician and worked my way up to manage local and national service teams. Eventually I took on a role as a Strategic Account Manager. This is the role I had until I was laid off in March 2017. As a SAM, I was assigned some of our largest customers (Intel, Microsoft, and others). I was dedicated to making sure that my assigned accounts remained loyal to Quantum. I did this by being a single point of contact and by meeting with each customer on a regular basis to review support activities, new projects, etc. I was also available on a 24 x 7 basis to manage escalations.
The most enjoyable part of my job was working directly with customers and being allowed to build strong relationships over time. This relationship helped us get through the escalations that are almost certain to happen during any relationship.
Near the end of my career Quantum was reorganizing a lot and as a result, several strategic account were removed from SAM support and we had to pick of several new "short term" accounts. This was very challenging because I was always starting from scratch with each customer and never really had time to work on a relationship.