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Dell Advisor, Account Services Management in New Jersey

A ccount Services Management Advisor

REMOTE, New Jersey

Competitive Salary

Dell Technologies customers expect great things from both our products and our services. Account Services Management is all about managing and overseeing seamless service delivery processes. It’s a hugely varied field of work. Processes range from incident management to change management, from configuration management to customer management. The team makes sure disputes and technical issues are resolved. We also provide excellent communication to the customer around every activity – from the tactical to the strategic.

Dell 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 an Account Services Management Advisor in New Jersey, remote.

Dell customers expect great things from both our products and our services. Account Services Management is all about managing and overseeing seamless service delivery processes. It’s a hugely varied field of work. Processes range from incident management to change management, from configuration management to customer management. The team makes sure disputes and technical issues are resolved. We also provide excellent communication to the customer around every activity – from the tactical to the strategic.

Key Responsibilities

  • Key member of the Dell EMC Customer Service Team who supports our largest and most strategically important customers

  • Assigned and responsible for a specific area, region, or division with site locations as specified in account service plan

  • Build relationships within account(s) to become a support services trusted advisor focused on the total customer experience and satisfaction

  • Leverage various Dell EMC resources to ensure incident resolution, drive proactive activities promoting system health and customer satisfaction

  • Provide detailed customer reporting using a cross section of services tools and applications and responsible for the account management of multiple customers or sites with larger install bases

  • Function as the single point-of-contact for service activities, educates the customer on Dell EMC service delivery, tools and interfaces

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

  • Leverage big data analysis to provide customer environment insight and uses data to build a compelling account plan and strategy

  • Provide 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

Requirements

  • 3 + years of experience building key relationships and effective networks

  • Ability to influence cross functionally and in a matrix environment

  • Complex problem solving

  • ITIL Foundation (desired, or expected to acquire within first months of employment)

  • 5+ years relevant experience (customer facing, large accounts, industry related) with a Bachelor’s Degree or equivalent experience

  • 3+ years relevant experience (customer facing, large accounts, industry related) with a Master’s Degree

Dell Technologies is a unique family of businesses that helps organizations and individuals build their digital future and transform how they work, live and play—providing customers with the industry’s broadest and most innovative technology and services portfolio. We value our customers, winning together, innovation, results and integrity. Grow your career with a highly competitive salary, bonus programs, world-class benefits and unparalleled learning and development opportunities— all at a company that is proud to be diverse and inclusive. Learn more on how we are closing the diversity gap here. at 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 Employment Opportunity Policy here at https://jobs.dell.com/equal-employment-opportunity-policy-statement .

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