Sr. Service Account Manager

Dell   •  


Industry: Software


5 - 7 years

Posted 418 days ago

Assigned to and responsible for a specific area, region, or division with site locations as specified in account service plan, builds relationships within account(s) to become a support services trusted advisor focused on the total customer experience and satisfaction.Individual leverages various DELL EMC resources to ensure incident resolution, drives proactive activities promoting system health and customer satisfaction. Provides detailed customer reporting using a cross section of services tools and applications. Collaborates with EMC account teams to understand the business strategy and supports sales opportunities.The individual will be responsible for basic account management as either part of a larger SAM team or for a customer(s) with smaller install bases.

Principal Duties & Responsibilities

  • •Functions as the single point-of-contact for service activities, educates the customer on DELL 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
  • •Collaborates with DELL EMC resources and customer during escalations
  • •Leverages big data analysis to provide customer environment insight
  • •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
  • •Attends customer site frequently (at least two days per week) or as appropriate
  • •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 preparation for customer quarterly business review
  • •Interacts regularly with the operations team at the customer site
  • •Assists in ensuring accuracy of service maintenance contracts billing

Elite Customer Care Program (if applicable)

Delivers an elevated level of support to Elite accounts by managing the designated features and benefits as defined by the Elite Customer Care program.Ensures data is accurate in the DELL EMC systems allowing expedited SR routing and issue resolution.Provides enhanced reporting and big data intelligence to promote proactive initiatives and system performance. Understands customer’s business strategy and objectives, aligns DELL EMC offerings to customer needs and supports sales opportunities.

Required Skill Set

  • •Builds relationships and effective networks
  • •Ability to influence cross functionally and in a matrix environment
  • •Strong communication skills (written, verbal and listening)
  • •Complex problem solving
  • •Collaboration
  • •Possesses operational command of the business
  • •Possesses strong product/technology/industry knowledge
  • •Education & Experience Required
  • •Bachelors (Non – Technical)
  • •EMC Proven Professional Certification (desired)
  • •ITIL Foundation (desired)

•5 years relevant experience (customer facing, large accounts, industry related)