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Communicates relevant service updates and recommendations to both internal & external customers to ensure a level of compliance, performance, change control management and serviceability. Collaborates with Dell resources and customer during escalations
Leverages big data analysis to provide customer environment insight and proactive guidance & recommendations and works with the customer to proactively identify and resolve potential issues
Attends customer site meetings frequently or as appropriate and leads generation and preparation of monthly and quarterly reports/business reviews 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
Facilitate effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers
Interacts regularly with the operations team at the customer site. Assists in ensuring accuracy of service maintenance attributes.
Essential Requirements
Possesses strong Product/Technology and Industry knowledge
Minimum 5 years relevant experience in a similar role (customer facing, major accounts)
Strong communications skills (written & verbal) and active listening capabilities
Escalation management and Continuous Improvement drive. Demonstrated ability to work in a fast-paced matrix organization directing diverse teams through multiple programs to completion
Proven ability to manage a dynamic workload of complex priorities and deliverables while proactively communicating expectations. Strong data driven and problem-solving skills and a passion to learn and master new concepts quickly and independently
Desirable Requirements
Bachelor’s degree
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