Service Account Manager

Service Account Manager (SAM)

Dell Technologies 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 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.

Join us as a Service Account Manager on our Account Management Services team in Dubai, United Arab Emirates to do the best work of your career and make a profound social impact.

What you’ll achieve

You will be a key leader of the Dell Customer success, Account Management Services team supporting Dell’s largest and most strategically important customer. You will build relationships with Customer Executives within some specific accounts as Dell support services leader focused on the total customer experience and satisfaction. You collaborate at multiple levels within Dell Sales leadership to understand customer business strategy and drive account management services opportunities.

You will:

• Communicates relevant service updates and recommendations to both internal & external customers to ensure a level of compliance, performance, change control management and serviceability. Collaborates with Dell resources and customer during escalations

• Leverages big data analysis to provide customer environment insight and proactive guidance & recommendations and works with the customer to proactively identify and resolve potential issues

• Attends customer site meetings frequently or as appropriate and leads generation and preparation of monthly and quarterly reports/business reviews 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

• Facilitate effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers

• Interacts regularly with the operations team at the customer site. Assists in ensuring accuracy of service maintenance attributes.

Essential Requirements

• Possesses strong Product/Technology and Industry knowledge

• Minimum 5 years relevant experience in a similar role (customer facing, major accounts)

• Strong communications skills (written & verbal) and active listening capabilities

• Escalation management and Continuous Improvement drive. Demonstrated ability to work in a fast-paced matrix organization directing diverse teams through multiple programs to completion

• Proven ability to manage a dynamic workload of complex priorities and deliverables while proactively communicating expectations. Strong data driven and problem-solving skills and a passion to learn and master new concepts quickly and independently

Desirable Requirements

• Bachelor’s degree

Who we are

We believe that each of us has the power to make an impact. That’s why we put our team members at the center of everything we do. If you’re looking for an opportunity to grow your career with some of the best minds and most advanced tech in the industry, we’re looking for you.

Dell Technologies is a unique family of businesses that helps individuals and organizations transform how they work, live and play. Join us to build a future that works for everyone because Progress Takes All of Us.

Application closing date: 03 July 2024

Dell Technologies is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. Read the full Equal Employment Opportunity Policy here.

Dell’s Flexible & Hybrid Work Culture

At Dell Technologies, we believe our best work is done when flexibility is offered.

We know that freedom and flexibility are crucial to all our employees no matter where you are located and our flexible and hybrid work style allows team members to have the freedom to ideate, be innovative, and drive results their way. To learn more about our work culture, please visit our locations page.