Senior Advisor, Account Services Management

4 days ago

Singapore Dell Technologies Full time

Senior Account Services Management Advisor

Dell Technologies 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.

Join us as a Services Management Advisor on our Product Services team in Singapore to do the best work of your career and make a profound social impact.

What you’ll achieve
As an Account Services Management Advisor, you will manage multiple work streams and service delivery processes. Prioritizing and aligning to customer needs while driving continuous improvement and developing monthly business reviews.
You will:

- Communicates relevant service updates and recommendations to both internal & external customers to ensure a level of compliance and performance
- Collaborates with DELL EMC resources and customer during escalations
- Leverages big data analysis to provide customer environment insight
- Accountable for Change control management to ensure the stability of environments
- Works with the customer to proactively identify and resolve potential issues to achieve high system availability
- Attends customer site frequently (at least two days per week) or as appropriate
- Provides monthly and quarterly reports to proactively inform the customer of overall account status, including ongoing service activities, recommendations for further risk mitigation, updates on incident solution and progress of upgrades and enhancements
- Leads preparation for customer quarterly business review
- Interacts regularly with the operations team at the customer site
- Assists in ensuring the accuracy of service maintenance contracts billing
- Responsible for basic account management as either part of a larger SAM team or for a customer(s) with a smaller install base

Take the first step towards your dream career
Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:
Essential Requirements
- Bachelor’s Degree (IT background Technical)
- 10+ years of relevant experience
- Possesses:

- Product/technology in Storage, SAN and Hyperconverged
- Industry knowledge in the domain of Telecommunication
- Strong interpersonal skills
- Possesses operational command of the business
- Ability to work in a team environment and influence others to achieve results

Desirable Requirements
- Leadership, negotiation and people management
- Ability to improve delivery value, strategies for growth, maximize efficiency

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