Dell Channel Engagement Manager - Benelux in Utrecht, Netherlands

Customer Engagement Manager

PRINCIPLE DUTIES AND RESPONSIBILITIES:

Support sales success and promote customer satisfaction through:

- Key relationship owner for designated Channel Partners and Distributors

- Operational onboarding

- Manage L3 escalations

- Governance of order fulfillment from OE to Delivery.

- Research problems and delivering solutions.

- Drive process improvement

- Manage KPI performance and subsequent readout for Partners

- Use Dell tools to ensure supportability for product and deliver to customer needs.

Manages operational support to maximize Channel Partner efficiency for ease of business by doing the following:

· Lead top 5 interlock initiatives faced by managed accounts identifying scalable solutions (to include POR, impact and measures of success)

- Establishes governance with Order Entry, Logistic, Supply Chain, Care, Finance, Deal reg ect on readiness process. Identifies issues/process improvements for workgroup to improve customer experience or productivity.

- Lead Operations component and KPI’s in the Partner QBR sessions

- POC for generalist knowledge of Programs including Audits and Tools

- Business acumen on targets and Rebate Scheme

· Leads projects/improvement programs cross functionally to drive improvements in how we deliver on our promise to channel customers.

- Track and develop opportunities via Deal Registration Program

- Deal Registration data interaction to improve business performance, eg win rate

· Provides input and design ideas to new sales tools and tool enhancements.

· Manages business tools adaption, change and development

· Ensure all readiness processes are followed and timelines are clearly communicated to the customers and account team.

· Have a thorough understanding of channel cycles and trends

· Incorporate historical trend analysis into process and consistently look for ways to shorten cycle times.

· Manage business / project risks including the development of contingency plans

· Facilitate Daily/Weekly meetings with cross functional teams, and present updates in the weekly OPS reviews if needed.