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Dell Service Account Manager (SAM) - Canberra in Canberra, Australia

Service Account Manager (SAM) - Canberra

Dell Technologies 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 Service Account Manager on our Canberra Team.

Join us as a Service Account Manager on our Account Management Services team in Canberra to do the best work of your career and make a profound social impact.

As a SAM you are passionate about helping your customers achieve transformational business outcomes which drives each interaction you have with your customers. You have ownership of your customer relationships and experiences which enables you to provide personalized support based on the needs of your customers. A SAM builds relationships with customers to become a support services trusted advisor focused strategically on the total customer experience and customer satisfaction. As a resourceful, creative, and curious individual, you build networks within Dell Technologies to enable you to leverage the wealth of our resources to ensure incident resolution, drive proactive activities promoting system health, and deliver exceptional customer satisfaction. You collaborate cross-functionally with Dell account teams to understand the business strategy and support sales opportunities. You will be responsible for the account management of multiple customers that utilize our highest levels of Support entitlement options.

What you’ll achieve

As Service Account Manager, you will manage multiple work streams and service delivery processes. Prioritizing and aligning to your customers’ needs while driving continuous improvement and developing monthly business reviews.

You will:

  • Function as the single point-of-accountability for service activities and complete problem resolution in a complex technology environment.

  • Educate your customers on and enable the adoption of all Dell Technologies Services portfolio offerings and tools.

  • Collaborate with Dell Technologies resources and customer during escalations.

  • Communicate relevant service updates and recommendations to both internal & external customers to ensure a level of compliance and performance.

  • Work with your customers to proactively identify and resolve potential issues to achieve high system availability in the customer’s environment and use data to build a compelling account plan and strategy.

  • Provide reports to proactively inform your customers and account team of overall account status, including ongoing and historical service activities, lifecycle management items, recommendations for further risk mitigation, updates on incident solution, and progress of upgrades and enhancements.

  • Lead meetings with an executive level audience and articulate a forward-thinking account plan.

  • Perform onsite customer visits as necessary.

Take the first step towards your dream career

Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

Essential Requirements

  • Strong communication skills (written, verbal and listening)

  • Complex problem solving

  • Ability to influence cross functionally and in a matrix environment

  • Good understanding of storage concepts

Desirable Requirements

  • ITIL Foundation

  • Minimum NV1 Security clearance

  • 8+ years relevant experience (customer facing, large accounts, IT industry related) with a Bachelor’s Degree; 6+ years related experience with a Master’s Degree; 3+ years related experience with a PhD, or equivalent experience.

Here’s our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here (https://jobs.dell.com/diversity-and-inclusion) .

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 Equal Employment Opportunity Policy here (https://jobs.dell.com/equal-employment-opportunity-policy-statement) .

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