Senior Analyst, Account Services Management
Dell Technologies
Buenos Aires, Argentina
hace 21 horas

Technology Service Management

Buenos Aires

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company we are a people company.

We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities.

We can’t wait for you to discover this for yourself as a Technology Service Management on our Technology Service Management team in Technology Service Management.

Dell 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.

General Summary

Remotely provides an asset-based approach to account management services, maintenance and escalation support, and problem resolution for a designated portfolio of a customer’s assets.

Acts as a direct-connect Dell DELL TECHNOLOGIES ambassador to the customers, and advocates for the customers within Dell DELL TECHNOLOGIES.

Works with local and corporate team members as well as direct and indirect managers to drive results and high customer satisfaction with Dell DELL TECHNOLOGIES.

Responsible for the development and teleconference presentation of detailed monthly business reviews to customers to include SR history, outstanding service requests, contract status, site information updates, connectivity status, microcode levels, technical advisories, planning and coordination of resources, and discussion on planned activities.

Maintains internal customer service system records for designated accounts.

Principal Duties & Responsibilities

  • Under limited supervision , is responsible for service account management in a set of assigned assets.
  • Builds and maintains an active professional network in order to facilitate communications and information transfer.
  • Develop and lead monthly business reviews to customers via teleconference. These reviews include, but are not limited to, SR history, outstanding service requests, contract status, site information updates, connectivity status, microcode levels, technical advisories, planning and coordination of resources, and planned activities.
  • This individual will also be responsible for analyzing the data and providing detailed recommendations based on the data presented.

  • Responsible for managing all complex service matters, including open Service Requests with a high importance on Sev 1s s to ensure that the correct business units are assigned and responding in a timely manner.
  • Responsible for ensuring that the value-add of the program and their service is communicated and accepted by customers, assuring the customer renews annually.
  • Manage multiple work streams and tasks daily, prioritizing and aligning to customer needs
  • Work in a highly matrixed environment and develop relationships across DELL TECHNOLOGIES to provide the best possible customer experience.
  • Demonstrate strong leadership during crisis situations.
  • Assist the mentoring of new Customer Service Advocates to ensure that DELL TECHNOLOGIES best practice and methodologies are adhered to on a consistent and global basis.
  • DELL TECHNOLOGIES Proven Professional Certification desired.
  • Knowledge of data center operations and storage technology foundations desired.
  • Prior Account management experience required.
  • Reporting skills via various tools / applications
  • Additional skills include :

  • Self-management,
  • Strong industry knowledge,
  • Conflict Resolution skills
  • Requirements :

  • Must be willing to carry a communication device.
  • Travel time and hours outside of traditional work hours may be required.
  • On-call rotation and weekend work may be required.
  • Ability to work across organization lines / boundaries; builds and maintains an active professional network in order to facilitate communications and information transfer
  • 3+ years sales or account management experience (Technical industry preferred)
  • Bachelor’s degree or equivalent work experience
  • Skills

  • Technical Aptitude
  • Cross Functional Skill
  • Customer Focused
  • Communication skills (written, verbal).
  • Ability to work independently.
  • Ability to work in a team environment
  • Organizational skills.
  • Presentation skills.
  • Conflict Resolution skills
  • Ability to collaborate and influence throughout other Business units
  • ISM certified (desired)

    Additional Job Description

    The role requires 30% of the day speaking / hearing thru a phone or headphones

    All our facilities are wheelchair accessible

    Person will need to see images, designs, colors, and will need to read from a screen

    Strategy could change, the person would need to be able to adapt the focus accordingly

    This position could work from home 3 times a week (after a learning period)

    Job Family : Product-Services Global-Services Job ID : R055832

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