Dell Channel Engagement Manager in Copenhagen, Denmark

Channel Engagement Manager

Location: Denmark

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

The CEM will ensure an optimized flow of Dell products 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 Dell cross functional support teams across Dell Technologies in order to understand the business needs and lead strategic improvements to enable the business. This person will translate business processes and requirements into positive customer 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 and act in a way that compliments Dell’s Corporate Responsibility.

Key responsibilities

Support sales success and promote customer satisfaction through:

  • Key relationship owner for designated Channel Partners and Distributors

  • Operational onboarding

  • Manage L3 escalations

  • Governance of order fulfillment from OE to Delivery.

  • Research problems and delivering solutions.

  • Facilitate / Ensure Low-Cost logistics model is applied (where applicable) for all deals.

  • Drive process improvement

  • Manage KPI performance and subsequent readout for Partners

  • Use Dell tools to ensure supportability for product and deliver to customer needs.

Manages operational support to maximize Channel Partner efficiency for ease of business by doing the following:

  • Lead top 5 interlock initiatives faced by managed accounts identifying scalable solutions (to include POR, impact and measures of success)

  • Establishes governance with Order Entry, Logistic, Supply Chain, Care, Finance, Deal reg ect on readiness process. Identifies issues/process improvements for workgroup to improve customer experience or productivity.

  • Lead Operations component and KPI’s in the Partner QBR sessions

  • POC for generalist knowledge of Programs including Audits and Tools

  • Business acumen on targets and Rebate Scheme

  • Leads projects/improvement programs cross functionally to drive improvements in how we deliver on our promise to channel customers.

  • Track and develop opportunities via Deal Registration Program

  • Deal Registration data interaction to improve business performance, eg win rate

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

  • Manages business tools adaption, change and development

  • Ensure all readiness processes are followed and timelines are clearly communicated to the customers and account team.

  • Have a thorough understanding of channel cycles and trends

  • Incorporate historical trend analysis into process and consistently look for ways to shorten cycle times.

  • Manage business / project risks including the development of contingency plans

  • Facilitate Daily/Weekly meetings with cross functional teams, and present updates in the weekly OPS reviews if needed.

Benefits

Our people are the most critical component of our long-term success and their health and well being are our priority. You will enjoy a comprehensive, locally competitive benefits package.

"LIPRIORITY"