Service Account Manager at Dell

Dell customers expect great things from both our products and our services. Account Services Management is all about managing and overseeing seamless service delivery processes. It’s a hugely varied field of work. Processes range from incident management to change management, from configuration management to customer management. The team makes sure disputes and technical issues are resolved. We also provide excellent communication to the customer around every activity – from the tactical to the strategic.

Key Responsibilities

• Functions as the single point-of-contact for service activities, educates the customer on EMC service delivery, tools and interfaces
• Communicates relevant service updates and recommendations to both internal & external customers to ensure a level of compliance and performance.
• Leverages big data analysis to provide customer environment insight and uses data to build a compelling account plan and strategy. Accountable for Change control management to ensure stability of environments
• Works with the customer to proactively identify and resolve potential issues to achieve high system availability
• Provides monthly and quarterly reports to proactively inform customer of overall account status, including ongoing service activities, recommendations for further risk mitigation, updates on incident solution and progress of upgrades and enhancements.
• Leads meetings with an executive-level audience and articulates a forward thinking account plan
• Assists with and participates in project work and in ensuring accuracy of service maintenance contracts billing
• Responsible for the account management of multiple customers or sites with larger install bases
• Manage high business impact customer Escalation. Collaborates with EMC resources and customer during escalations

Essential Requirements

• BSc or MSc degree with a relevant experience of +10 years
• Communication and problem-solving skills.
• Ability to work in a team environment and to influence others to achieve results.
• Customer-focused, excellent interpersonal and conflict resolution skills.
• Possesses strong product/technology/industry knowledge and operational command of the business.

Desirable Requirements

• Strong Dell EMC technology and product knowledge
• Experience in Managing high business impact customer escalations