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Dell Specialist 4, Inside Product in Nashville, Tennessee

Technical Services Sales Coach

The Technical Services Sales Coach role is an individual contributor role, functioning as a technical Product Specialist & Sales Coach responsible for growing both Services sales and selling capabilities of NA Small Business Sales teams. As a Technical Services Sales Coach, you will:

  • Provide expert guidance, education, training, and best practice sales coaching to sales teams and individual agents in 1x1 settings, including ISRs, LORs, and TSRs, to increase their capabilities to position complex services such as ProSupport, ProSupport Plus, Client & Enterprise Deployment, and Consulting Services.

  • Work collaboratively with a cross-functional inside sales team, leveraging robust Enterprise and Services acumen, to provide pre-sales technical scoping support to recommend solutions, products and services, to assist customers with varying needs of complexity.

  • Participate in or lead strategic initiatives; collaborate with internal/external customers, stakeholders, and partners; be a Services brand ambassador; and lead and coach teams and agents to a attain Services goals and objectives.

Key Responsibilities, Knowledge, Skills, & Guidance

  • Maintain a credible positive brand as a leader and valued resource with cross-functional inside sales teams, partners, and stakeholders. Maintain and promote a personal and team brand of being Accountable, Knowledgeable, and Engaged.

  • Meet or exceed stated KPI goals (services revenue & margin, SRU, and critical attach rates).

  • Services acumen:

  • Act as subject matter expert for, and stay up to date with, the full range of Dell’s Services products portfolio including Client & Enterprise Warranty & Support (POS & APOS), Deployment & Consulting, their features and benefits, and identify how these products align to customer needs.

  • Knowledge of processes, tools, and best practices related to Dell Services portfolio; spanning sales motion, support, and delivery.

  • Enterprise acumen:

  • Able to combine Enterprise and Services acumen to provide pre-sales technical consultation and solution scoping to internal and external customers with varying needs of complexity. Able to articulate and convey technical concepts and ideas at varying levels of complexity as needed, such as with non-technical customers or highly technical IT Administrators or Solutions Architects.

  • Able to combine Enterprise and Services technical acumen and knowledge of tools and processes to provide post-sale troubleshooting and escalation resolution.

  • Stay current and up to date on Enterprise knowledge thru self-guided efforts, including participation with ESG offered trainings and workshops, online courses, webinars, personal reading and research, etc.

  • Selling & Sales Coaching:

  • Partner with sales managers to co-develop, communicate, and execute creative and effective strategies to grow sales of Services portfolio.

  • Influence sales agent behavior to improve Service attach rates and SRUs via education, coaching, and relationship-building.

  • Demonstrate by example selling Dell’s Services Products to the customer; direct external customer engagement.

  • Provide regular performance reporting with clearly stated actions to address any underperforming metrics.

  • Provide coaching and feedback on sales effectiveness including, but not limited to: qualifying and need assessment, positioning features & benefits, closing & objection resolution, call flow & model of control, deal progression thru sales cycle, pipeline management.

  • Facilitate formal structured and informal unstructured training in large and small groups and individual settings.

  • Generate acceptance, support, and advocacy of Services initiatives thru relationship building and creating mutual win scenarios.

  • Work effectively in a team environment.

  • Refer to established policies and precedents as needed.

  • Innovate new strategies to help customers and meet goals.

  • Assume responsibility to improve service, efficiency, and quality of work.

  • Regularly provide direction and instruction to lower level representatives.

  • Works under general direction of GSD Services Sales, CSB Services Sales.

  • Work is guided by shared objectives of Services Sales & Small Business Sales.

Essential Requirements:

  • Ability to learn and maintain up to date knowledge of broad Services product portfolio.

  • Proven and demonstrated Enterprise level technical acumen REQUIRED, E.G.: ESG Champions Certification, TSR experience (ENT HW), or other relevant and equivalent work and education experience.

  • Broad follow the wire technical acumen is ideal (client, server, storage, networking, peripheral, software, & Services to implement and support). Ability to scope and recommend total end to end Small Business solution ideal.

  • Have an established credible personal brand as being accountable, knowledgeable, and engaged with cross-functional team members, stakeholders, and partners within the scope of current role.

  • Ability to influence individual and group performance via coaching and relationship-building.

  • Knowledge of the Dell sales model.

  • Extensive sales experience, such as transactional sales, relationship sales, and demand generation or acquisition.

  • Able to participate as a contributor or leader on customer facing sales engagements, I.E act and contribute as SME or take lead on a consultative sales call.

  • High degree of familiarity with Dell sales tools (GII or DSA, DELTA, etc.) and sales processes.

  • Proficiency with Microsoft Office especially PowerPoint, Excel, Outlook.

  • Able to communicate ideas and concepts clearly and concisely (both written & verbally).

  • Able to communicate effectively both up and down at agent and manager level.

  • Proven ability to collaborate effectively with others on group initiatives, projects, and work efforts; work groups may include immediate team members & cross-functional teams, both cross-site & cross-region. Strong interpersonal skills required.

  • Comfortable with a fast paced sales environment, strong organizational skills.

  • Ability to apply judgment to identify when deviation from standard practice is required.

  • Be able to deal with ambiguity.

  • Attention to detail, strong analytical skills.

  • Self-motivated and competitive with strong drive for results.

Desirable Qualifications:

  • Minimum 5 years Dell and/or other sales experience.

  • A Bachelor's degree is preferred.

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) .

Application closing date: 30 September 2021

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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