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Senior Advisor, Account Services Management

Primary Location: United States


Additional Location(s): Remote - Arizona, United States; Remote - California, United States (All Other); Remote - Colorado, United States; Remote - Connecticut, United States (All Other); Remote - Connecticut, United States (NY Metro); Remote - District of Columbia, United States; Remote - Florida, United States; Remote - Idaho, United States; Remote - Illinois, United States; Remote - Indiana, United States; Remote - Iowa, United States; Remote - Kansas, United States; Remote - Kentucky, United States; Remote - Louisiana, United States; Remote - Maine, United States; Remote - Maryland, United States (COUNTY - All Other); Remote - Maryland, United States (COUNTY - Charles, Prince Georges, Montgomery); Remote - Massachusetts, United States; Remote - Michigan, United States; Remote - Minnesota, United States; Remote - Mississippi, United States; Remote - Missouri, United States; Remote - Montana, United States; Remote - Nebraska, United States; Remote - Nevada, United States; Remote - New Hampshire, United States; Remote - New Jersey, United States; Remote - New Mexico, United States; Remote - New York, United States (All Other); Remote - New York, United States (NY Metro); Remote - North Carolina, United States; Remote - North Dakota, United States; Remote - Ohio, United States; Remote - Oklahoma, United States; Remote - Oregon, United States; Remote - Pennsylvania, United States; Remote - Rhode Island, United States; Remote - South Carolina, United States; Remote - South Dakota, United States; Remote - Tennessee, United States; Remote - Utah, United States; Remote - Vermont, United States; Remote - Virginia (COUNTY - Alexandria, Arlington, Falls Church, Fairfax, Loudoun, Prince William); Remote - Virginia (COUNTY - All Other); Remote - Washington, United States; Remote - West Virginia, United States; Remote - Wisconsin, United States; Remote - Wyoming, United States

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Service Account Management Senior Advisor

REMOTE - UNITED STATES

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Federal Service Account Manager on our Dell Federal team.

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, 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.

Join us to do the best work of your career and make a profound social impact as a Service Account Management Senior Advisor on our Account Services Management team in a remote role in the United States.

Role Responsibilities

As a SAM you are customer obsessed, your passion for helping customers achieve transformational business outcomes drives each customer interaction. You will have ownership of your customer(s).  A SAM builds relationships within account(s) to become a support services trusted advisor focused on the total customer experience and satisfaction.  You leverage the wealth of Dell resources to ensure incident resolution, drive proactive activities promoting system health and customer satisfaction. You also provide detailed customer reporting using a cross section of services tools and applications.  You collaborate cross-functionally with Dell account teams to understand the business strategy and support sales opportunities.  You will also be responsible for the account management of multiple customers or sites with larger install bases.

  • Functions as the single point-of-contact for service activities, educates the customer on Dell service delivery, tools and interfaces.
  • Communicates relevant service updates and recommendations to both internal & external customers to ensure a level of compliance and performance
  • Works with the customer to proactively identify and resolve potential issues to achieve high system availability by leveraging big data analysis to provide customer environment insight and uses data to build a compelling account plan and strategy
  • 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, also assists in ensuring accuracy of service maintenance contracts billing
  • Leads meetings with an executive level audience and articulates a forward thinking account plan

Requirements

  • Ability to influence cross functionally and in a matrix environment
  • ITIL Foundation (desired)
  • 8+ years relevant experience (customer facing, large accounts, IT industry related) with a Bachelor’s Degree, or 6+ years related experience with a Master’s Degree, or 3+ years related experience with a PhD.
  • Or equivalent experience


Dell Technologies is a unique family of businesses that helps organizations and individuals build their digital future and transform how they work, live and play—providing customers with the industry’s broadest and most innovative technology and services portfolio. We value our customers, winning together, innovation, results and integrity. Grow your career with a highly competitive salary, bonus programs, world-class benefits and unparalleled learning and development opportunities— all at a company that is proud to be diverse and inclusive. Learn more on how we are closing the diversity gap 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 Employment Opportunity Policy here.

Job ID: R074915

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