Dell Services Account Management Consultant 

United States, Maryland 

615449466

As a Federal Services Account Management Consultant, you will serve as a dedicated support services resource for the United States Government and will be the customer's primary point of contact for delivering support and coordinating operational support related activities of all Dell Technologies. You will serve as the single point of warranty support; provides customer account management on a 24x7x365 basis, including resource coordination, customer management, technical resolution management, and communications at various levels during warranty services engagements. You will also provide feedback to customer on any observed/known issues; develop and maintain custom customer support plans and relationships that are tailored to each individual project unique requirements. You will be operating within the most complex services delivery processes spanning multiple service areas, build and foster a broad network across the customer and business. You will be providing 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

You will:

• Be the Account Management/Customer Advocate and works closely with account teams to ensure end-to-end planning and sustainment of Dell solutions; helps account team to design the customer solutions and supports the installation, customization, and integration of the solution.

• Provide feedback to customer on any observed/known issues; develop and maintain custom customer support plans and relationships that are tailored to each individual project unique requirements.

• Contribute to the development of warranty and maintenance strategies, policies and best practices through participation in management meetings and other direct contributions.

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

• Work with the customer to proactively identify and determine how to resolve potential issues to achieve high system availability

Essential Requirements

• Typically requires 12+ years of related experience in a similar position

• Must be a US citizen and must have an active TS/SCI clearance with polygraph

• Complex problem solving and strong communication skills (written, verbal and listening)

• Builds key relationships and effectively network with the ability to influence and work cross functionally and in a matrix environment

Desirable Requirements

• Experience with Enterprise Servers and Storage, Client Technologies, iSCSI, Fibre Channel, NAS, DAS, SAS, TCP/IP networking, Server Operating Systems. Recommended certifications: A+, Security+, MCITP/MCSE, VCP, RHSA
• Familiarity with the following: Dell OpenManage Enterprise, Dell Enterprise Management Tools, GPGPU Technology, Citrix, Enterprise Virtualization, Cloud Technologies, HPC