Dell Sr. Service Account Manager in Dallas, Texas
As a Sr. Service Account Manager (Sr. SAM), you are a key member of the EMC Customer Service Team who supports our largest and most strategically important customers.
As a Sr. SAM you are assigned 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. You leverage various EMC resources to ensure incident resolution, drive proactive activities promoting system health and customer satisfaction. You also provide detailed customer reporting using a cross section of services tools and applications. You are also expected to collaborate with EMC account teams to understand the business strategy and supports sales opportunities. You will also be responsible for the account management of multiple customers or sites with larger install bases.
Functions as the single point-of-contact for service activities, educates the customer on 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 EMC resources and customer during escalations
Leverages big data analysis to provide customer environment insight and uses data to build a compelling account plan and strategy
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 meetings with an executive level audience and articulates a forward thinking account plan
Builds and fosters a broad network across the customer and across EMC
Assists with and participates in project work
Assists in ensuring accuracy of service maintenance contracts billing
Builds key relationships and effective networks
Ability to influence cross functionally and in a matrix environment
Strong communication skills (written, verbal and listening)
Complex problem solving
Bachelors (Non – Technical)
EMC Proven Professional Certification (desired)
ITIL Foundation (desired)
8+ years relevant experience (customer facing, large accounts, 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
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