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Dell Senior Customer Success Account Management Specialist - U.S. remote in Round Rock, Texas

Senior Customer Success Account Management Specialist

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.

Senior Customer Success Account Management Specialist (CSM) will get to drive enterprise program management, acceleration of IaaS, CaaS, BaaS and more for customers’ xaaS engagements by providing cross-engagement oversight, resource orchestration, and blocker escalation in close collaboration with key account team unit members and business partners supporting customer success. ​

Join us as a Senior Customer Success Account Management Specialist on our Product Services team in the United States to do the best work of your career and make a profound social impact.

What you’ll achieve

As a Senior Customer Success Account Management Specialist, you will drive enterprise program management, acceleration of IaaS, CaaS, BaaS and more for customers’ xaaS engagements by providing cross-engagement oversight, resource orchestration, and blocker escalation in close collaboration with key account team unit members and business partners supporting customer success. ​

You will:

  • Partner with your customer and Account Team to prioritize and plan customer workloads. ​

  • Orchestrate, customer sponsor management, and stakeholder communication of prioritized engagements and programs. ​

  • Track, escalate, and plan for the remediation of technical blockers and provide product feedback to further our product and solutions as appropriate. ​

  • Define outcomes to improve the health, performance, and business capabilities of the prioritized workloads to drive customer value realization. ​

  • Fulfill Support contract obligations by driving quality planning and delivery of Support services to realize customer business outcomes and overall experience with DTC solutions. ​

Take the first step towards your dream career

Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:

Essential Requirements

  • 8+ years of successful delivery of customer-facing, programs in data center and cloud professional services organization.

  • Strong prioritization, collaboration and communication skills, as well as displaying executive presence and confidence in varying levels of customer situations and negotiations. Must show leadership in teams comprised of DTC, Partner and customer resources who may be engaged in the delivery of complex solutions for overall customer success.​

  • Proven track record of building relationships with senior customer executives in large or highly strategic accounts. Experience in managing various customerand internal stakeholder relationships to get consensus on solutions/engagements.​

  • Demonstrated advanced skills in planning and orchestrating portfolios of multi-phased strategic investments. Provide construct for complex teams, cross-group collaboration, integrated oversight of dependencies & risks, and overall resourcing for a portfolio of engagements, cross-group collaboration, resource orchestration, communications, analytical capabilities, and attention to detail.​

  • Proven track record of driving decisions collaboratively, resolving conflicts, and ensuring follow-through with verbal and written communication. Strong presentation skills with a high degree of comfort with both large and small audiences and various levels of management (Senior Executives, IT management, Account Executives, Business and Technical Architects, Product and Support Teams).​

  • Experience with Data Center, Cloud and hybrid infrastructures, architecture designs, and migrations preferred. Knowledge of market trends and competitive insights preferred. Able to combine technical acumen with strategic visioning to drive tactical planning and lifecycle governance.

  • Travel required: 0-30%​.

Desirable Requirements

  • Bachelor’s degree.

  • Prior work experience in global, multi-discipline, multi-year, Program Manager or Engagement Manager position focused on Cloud, Datacenter and software/services solution.

  • Change Management experience.

  • Understanding of partner ecosystems and the ability to leverage partner solutions to solve customer needs.

  • Program & Portfolio Management: PMP, PgMP, PfMP, PMI-ACP, Six Sigma.

  • Technologies: Cloud, mobile, web application development, cloud-native application architecture.

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) .

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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