Dell Converged Service Account Manager in Tokyo, Japan

Converged Service Account Manager

Summary:

  • Provides focus and drives consistency in the execution of all CPSD Customer Care related matters to a customer.

  • Acts as CPSD ambassador to the customer and as the customer's representative within the technology partners

  • Leverages the support of local and corporate resources in managing and attaining high levels of customer satisfaction.

  • Identifies, informs, and works with the account team on potential sales opportunities.

  • Nurtures customer relationship and acts as a sales enabler to drive re-purchase loyalty toward CPSD equipment and software.

  • The individual strives toward delivering consistent service levels by exceeding customer expectations.

  • The Individual will be responsible for providing detail reporting and trending analysis using all CPSD service tools.

Principal Duties:

  • Conducts and leads Customer Care account review meetings.

  • Account reviews will include open case load trending and measurements of CPSD SLAs.

  • Identifies, facilitates and ensures effective communication of all technical queries and problem resolution from the customer to corporate resources.

  • May also be requested to function as a Project Manager rolling out initiatives to ensure customer expectations are met/exceeded.

  • Documents and manages action items, assigned owners, and timeline of events during a break/fix customer impact event; drives corrective action plan.

  • Participates in Root Cause Analysis including incident and problem management activities.

  • Participates and leads highly technical escalation and management conference calls; assumes leadership role in providing case status updates to CPSD management, account team and director level customers.

  • Able to clearly articulate concerns and issues to the customer.

  • Ensures suitable levels of service personnel and activity during problem resolution at all locations.

  • Compiles and maintains account information; equipment portfolio, configurations, microcode status: installation dates, lease or purchase information, maintenance coverage levels, contracted coverage dates and renewal schedules.

  • Presents all open cases and details regarding upcoming events.

  • Prepares and presents Field Change Order (FCO) and Engineering Change Order (ECO) materials to the account team and customer.

  • Provides consolidated information in the form of reports on all service related account activity.

  • Manages all commercial aspects of the service maintenance contract relationship with the customer.

  • Ensures compliance levels are met in accordance with all maintenance contracted service level agreements.

  • Participates in the planning, approval, and implementation of approved change management requests.

  • Develops a joint Account Management Plan (AMP) and execute against the plan in conjunction with VxBlock , VxRack and/or partner account teams.

  • Maintains high level of awareness of service issues effecting the Converged/ Hyper Converged environment including proactive problem avoidance behaviour and maintenance practices.

  • As a 24X7X365 organization, shift work, holidays and on-call responsibilities may be required as well as occasional travel to customer sites.

Preferred Skills

  • Understanding of DELL EMC CPSD BLOCK,RACK, Appliance solutions

  • Able to understand Dell/EMC/Cisco/VMware and /or competitive technology

  • EMC Proven Professional Certification and/or VMware Certified (desired)

  • ITIL Foundation (desired)Builds key relationships and effective networks

  • Ability to influence cross functionally and in a matrix environment

  • Excellent written and verbal communicationPossess excellent logic and data analysis capabilities

  • Customer facing experienceAbility to work in a high-pressure environment

  • Complex problem solving

  • Ability to be resourceful and figure things out

  • Bachelors (Tech) or equivalent