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Hopkinton, Massachusetts

Customer Success Executive - U.S. remote

Remote - Massachusetts, United States

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Customer Success Executive

Customer Success Management is a worldwide team who provide key leadership on global, enterprise-wide, foundational programs in support of Dell’s strategic transformation. Works directly with customers on challenged accounts to both reactively and proactively to solve customer issues. Defines requirements and get well plan with customer and internal stakeholders including expectations, benefits and timing. Transforming and working closely with multiple Dell Business units and with the customer.

In this role, technical knowledge is required across multiple Dell functions, exceptional interpersonal skills and ability to manage and communicate across multiple teams and individuals. Communicates with all levels of leadership including Executive presentations on account status, approach and timelines.

Join us to do the best work of your career and make a profound social impact as a Customer Success Executive (CSE) on our Customer Success Management team in the United States.


What you’ll achieve

As a Customer Success Executive, you will work as part of the Americas team of experienced Customer Success Executives to turn accounts with systemic challenges around and proactively improve high value customer experience by ensuring solutions holistic and viewed with long term lens. Address complex issues for our customers to insure the highest levels of satisfaction with our products and services. You will also work across all parts of Dell Technologies and all customer segments to drive stability in solutions delivered.

You will:

  • Drive continuous improvement for all aspects of customer experience to include products, services, support and processes.
  • Provides advanced specialized expertise, needed to resolve the most complex customer issues, and drives innovation in product development as well as services and support processes.
  • Frequently assigned to lead new project initiatives, gains support and commitment from others and mobilizes people to take action.
  • Works with Professional Services, Managed Services and Support Services desirable. One or more is required. Uses judgment, creativity and solid technical knowledge to formulate and recommend solutions. Identifies, documents and reports design, reliability and serviceability issues.
  • Leverages extensive network across Dell EMC's technical community to bring attention to opportunities for Dell EMC products and solutions.
  • Extends Dell EMC's reputation for service and support excellence, with broad publication of white papers, industry publications, presentations at professional associations, etc.


Take the first step towards your dream career
Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

Essential Requirements

  • 8+ years of professional experience and 5-8 years diversified leadership, planning, communication, organization and people motivation skills (or equivalent experience).
  • Understanding of Dell EMC's products and their value added to the customer.
  • ITIL and Project Management certifications (one or more required).
  • Analytical ability, communication skills and problem-solving skills. Conflict resolution skills.
  • Ability to lead, motivate and direct a workgroup.
  • Customer focused, ability to influence others to achieve results.

Here’s our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here.

Dell 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. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy here.

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Why Work Here

Global Benefits

  • Comprehensive Healthcare Programs

  • Award Winning Financial Wellness Tools and Resources

  • Generous Leave of Absence for New Parents and Caregivers

  • Industry Leading Wellness Platform

  • Employee Assistance Program

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