Dell Consultant, CCO Commercial Strategy & Design in Round Rock, Texas
This opportunity is for a high-powered individual contributor to join Dell’s new CCO (Chief Customer Officer) Commercial team. We are looking for a game changer!
This role will help champion and drive strategic changes across Dell that provide a targeted, differentiated, and valued customer experience for Dell’s largest commercial customers and channel partners. This includes various customer types (US FED, Public, Commercial, Medium Sized, and Large Accounts) and channel partners for all regions of the world.
This role will work daily with senior leaders and managers across functions (sales, marketing, services, and operations) around the world to identify opportunities, develop and implement programs that deliver industry-best customer experiences resulting in improved financial results for Dell. This includes identifying, defining, and facilitating the implementation of customer insight and experience programs that advocate for customers & partners, generate loyalty, and ultimately increase share, revenue and net margin growth. On behalf of the Chief Customer Office and SVP of CCO-Commercial supporting strategic and operational projects from ideation through execution.
Work with internal stakeholders and external partners to evaluate customer & partner needs, articulate Dell value proposition, and develop programs that are targeted, differentiated and valued. Use analytical skills to develop the needed fact base, ROI analysis and insights to achieve high adoption and ROI for customers, partners and Dell.
It is expected that 90% of time will be focused on thematic program efforts where the role ideates, designs, prototypes and guides the effort and 10% in supporting other CCO efforts (e.g. program management, CX day, etc)
Assists department senior management with tracking implementation and monitoring effectiveness of organizational changes, including designing analytical approaches, data collection and analysis, report writing, tracking project tasks, and helping to ensure the overall success of the department. Works under general supervision.
Develop an understanding of Dell’s strategic business objectives and business unit operations. Understand how new strategies and business models can fit within Dell’s overall strategy.
Support the full project lifecycle from ideation through launch. Work cross-functionally to gain buy-in, support, and assistance.
Establish strong relationships with sales, marketing, product groups, and finance and be a thought leader to take Dell's CCO function to next level
Identify and document key pain points of customers and partners. Drive a summary of these points and convert them into actionable actions and agenda for commercial
Uses customer journey mapping, experience design, design thinking and customer value management as part of your daily work and thinking
Write detailed implementation plans including stakeholder engagement and management
Manage the process for development of executive updates, customer/partner meetings, and other related presentations
Manages relationships up to the Vice President level with minimum oversight.
Collects and analyzes data required for projects. Summarizes, creates, and distributes reports as needed.
Writes reports, presentations, memos and other communications as needed. Coordinates report production as needed.
Bachelor’s Degree preferably in Business, Computer Science, Mathematics or related discipline required.
5+ years of prior work experience. Sales or customer operations preferred. Previous consulting experience preferred.
Experience at Dell/Dell EMC in different customer touchpoints. Past roles that are customer facing is also preferred.
Excellent verbal, written and conversational skills, especially storytelling
Excellent problem solving skills (structuring, quantitative, and conceptual)
Proficient with Excel, Word, Access, and Power Point required. Tableau or related visualization tool and SQL preferred
Design Thinking & Customer Journey Mapping as well as Innovation Thinking exposure
Project management and facilitation skills required.
Must have a strong interest in High Tech industry
Location: Austin or Boston