Dell Channel Engagement Manager (CEM) Sr. Manager - Western Region in Amsterdam, Netherlands

Channel Engagement Manager (CEM) Sr. Manager - Western Region

The Channel Engagement manager (CEM) provides a single point of accountability for strategic partners within DellEMC Channel and Distribution. The role entails working directly with the Partners and Sales to be the face of Dell channel operations with focus on delivering a positive partner experience.

The CEM will ensure an optimized flow of DellEMC products & services from planning to order management, delivery and sales out. They will act as escalation point for operational issues with a focus on process optimization. The CEM will work with cross functional support teams across Dell Technologies in order to understand the business needs and lead strategic improvements to enable the business. Translate business processes and requirements into positive partner experience with end to end coverage in alignment with GTM strategy while demonstrating the ability to meet expected deadlines with a sense of urgency. A top priority is to promote and improve the Partner Experience, create processes that facilitate “ ease of doing business ” and enable growth in the Channel Business.

Role Overview

The successful candidate will be responsible for managing a team of CEMs aligned to our Distribution & metal tier partners in the Western region. The go to market strategy in this region is heavily focused on the indirect model and is served by more than 500 partner in the Titanium, Platinum and Gold tiers in addition to over 150 distributors.

The Channel Engagement Managers (CEMs) will be aligned to a portfolio of these partners and will have the following responsibilities:

  • Owning the relationships for designated Channel Partners and Distributors & conducting operational onboarding.

  • Managing KPI performance and subsequent readout to Partners inc. QBRs

  • Single point of contacts for operational escalations

  • Manage operational support to maximize Channel Partner efficiency for ease of business

  • Identify top issues/process improvements opportunities to improve partner experience or productivity.

  • Research problems, drive process improvement and delivering systematic & scalable solutions.

  • Establishes governance with cross functional team (On-boarding Order Entry, Logistic, Supply Chain, Care, Finance

  • POC for generalist knowledge of Partner Programs

  • Provides input and design ideas to new sales tools and tool enhancements.

  • Manages business tools adaption, change and development with partners.

Key Responsibilities of CEM Manager

We are currently looking to recruit a manger of this CEM team who will have leadership responsibility including the follow:

  • Planning and maintaining the coverage model of specific metal tier partners and distributors in the region

  • Managing the ongoing alignment of the CEM resources to their portfolio of partners to ensure maximum utilization of team capacity

  • Build and maintain strong relationships with the Sales leadership in the region.

  • Onboard and train new members of the CEM team to effectively deliver to portfolio of services to their channel partners

  • Work collaboratively with the Sales Strategy & Planning (SS&P) team and Programs team to ensure ‘Sales Motion’ continuity in support across multiple functions in Dell EMC.

  • Be an advocate for the adoption and use of Dell EMC tools and process by our partners (including SFDC, Deal Registration, Case management & Roles of engagement (ROE).

  • Work to maintain in-region and global consistency of processes and best practices

  • Establish strong networks with peer across the Channel and GBS organization

  • Be knowledgeable in and articulate the Dell technologies advantage and specifically the Go To Market (GTM) strategies as they apply to the channel and direct business

  • Demonstrate innovation and transformational thinking in your approach to problem solving.

  • Have a clear understanding of the drivers of Partner Experience and Sale Productivity and lead initiatives to improve both as measured by Partner NPS and external benchmarks (e.g. Canalys)

  • Have clear measures of success and business impact for your CEM’s and ensure visibility to these KPI’s across the Channel leadership

  • Carry out all people leadership duties.

  • Be an inspirational leaders who exemplifies and lives the Dell culture code.

Role Requirements

  • Strong Communication skills

  • English written & spoken with other relevant languages a benefit

  • 5+ years people management experience.

  • Ability to handle high velocity/critical situations.

  • Ability to multi-task in a fast paced environment.

  • Keen insights to recognize operational gaps and mitigate quickly

  • Thorough presentation, development and interpersonal skills.

  • Ability to coordinate requirements across teams, provide insights and guidance based on business needs

  • Strong organizational and planning skills

  • Project Lead experience

  • Knowledge and experience of the Channel Business

  • Business Acumen – specifically GTM, Partner programs

  • Strong project management approach proven problem solving skills

Preferences

  • Undergraduate degree and 5 - 8 years of high level customer / partner support experience

  • Experience in understanding customer needs and voice of the customer

  • Understanding of Dell sales roles & back-end support functions Management Level: People Manager: M9