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Service Account Manager Gothenburg

Job ID 189084BR Date posted 09/13/2017
Dell is a collective of customer-obsessed, industry-leading visionaries. At our core is a commitment to diversity, sustainability and our communities. We offer unparalleled growth and development opportunities for our team members. We believe that technology is essential for driving human progress, and we’re committed to providing that technology to people and organizations everywhere, so they can transform the way they work and live.
Service Account Manager (SAM)
Location: Gothenburg

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

Principal Duties & Responsibilities

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

Required Skills & Experience

  • Possesses strong Product- / Technology- and Industry knowledge.
  • 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.
  • Fluency in Swedish and English is a MUST.

Dell is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. Dell encourages applicants of all ages.
When you choose our company, you join a diverse world of innovative thought leaders. At our core is a commitment to workplace diversity, the sustainability of our planet, and community corporate involvement. We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities-all to create a compelling and rewarding work environment.

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