Dell Senior Advisor, Account Services Management - RSA in Bracknell, United Kingdom
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This role sits within RSA Security, part of Dell Technologies. RSA Business-Driven Security™ solutions help customers comprehensively and rapidly link security incidents with business context, enabling them to respond effectively and protect what matters most. Our award-winning solutions for threat detection and response, identity and access assurance, consumer fraud protection, and business risk management help RSA customers thrive in an uncertain, high-risk world. You'll be providing account management, maintenance/recovery support, and maintains Global Services internal system records for a given account or set of accounts. Acting as an RSA Global Services ambassador to the customer and as the customer's representative within RSA.
You'll be a key member of the RSA Customer Success team who supports our largest and most strategically important customers: 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 RSA account teams to understand the business strategy and supports sales opportunities.
Accountable for Change control management to ensure stability of environments.
Attends customer site frequently or as appropriate.
Provides customer-facing Account Management Plan that may include, but not limited to; install base information, code levels, remote support, site messages, service history, and contract entitlement.
Facilitates Root Cause Analysis evaluation process after a customer event; including engaging appropriate resources, and involvement with preparing and delivering RCA documents for the customer.
Leads technical and management conference calls; provides status updates to customer, Global Services management and account team.
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.
Knowledge of information security and RSA products is a Plus.
Prior experience working as a Customer Engineer.
Prior experience working at the Associate or Career level Service Representative or as a Services Account Manager.
Reporting skills via various tools/applications (e.g. CAR, SYR, Tableau, and Excel).
Must be willing to Travel to customer sites and work outside of traditional 9-5 work arrangement when required.
Possesses operational command of the business.
Ability to work in a team environment.
Ability to influence others to achieve results.
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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