Technical Account Manager (Africa)
As a ITAS (IT Advisory Services) Account Service Manager you are the customers primary 'services' contact. Your responsibilities are:
• To ensure customer environment stability through proactive initiatives (reporting, assessment, benchmarking and trend analysis.
• Reduce case activity rate by implementing Dell best practices
• Delivering commitments as documents in customer specific "support plan".
• Identifying and tracking potential Dell Services revenue opportunities.
Responsibilities:
· Provide the customer with a single point of accountability for Dell Services (for all lines of business)
· Developing customer specific support plans, leveraging IT GAP assessment, industry and Dell service knowledge
· Developing and presenting Quarterly and Annual Reviews to customer senior management
· Ensuring customer specific policies and procedures are documented and available to the SEM team to allow for correct customer experience delivery
· Engagement on high profile customer incidents and "critical situations"
· Ensuring 'Resolution and Contingency' plans are effected and technical problem resolution is proceeding as per process commitments
· Ensuring internal and external communication updates throughout the escalation process
· Proactively identifying and resolving issues before they affect the customer's equipment
· Developing and presenting periodical customer reviews to Dell senior management
· Achieving the 'voice of the customer' targets through the delivery of the above responsibilities.
· Frequent scheduled customer visits and ad-hoc travel requests to resolve customer escalations or to provide onsite, informal training.
· Participation in a Follow the Sun and Out of Hours rota’s to ensure full coverage may be a requirement (depending on location).
Required Skills:
- Bachelors Degree (or equivalent) in a related discipline
- Relevant industry experience
- Project/IT/Services Management background essential
- Functional technical knowledge of Networking, Storage and Solutions
- Advanced presentation skills
- Good business acumen
- Consultancy skills
- Expert presentation skills required for interaction with sales team, customers and management
- Expert project management experience with effective prioritizing and documentation skills
- Ability to multi-task simultaneous escalations
- Outstanding verbal and written communication skills
Desired Skills:
- Technical certification an advantage
- Bi-lingual ability an advantage
Dell offers:
Opportunity to work with a strong brand at one of the world's largest IT solutions providers
Dynamic, challenging, international work environment
A team with a high level of energy, integrity and motivation to win
Exciting internal career opportunities
A commitment to diversity and inclusion
Competitive compensation including bonus plans & a great benefit package
An individual professional development plan
About Dell Inc.:
Want to work in an environment where each day is focused on delivering solutions that make a real difference in people’s lives?
Where teams are constantly curious, and different perspectives and experiences are valued?
At Dell, we believe technology is essential for human success and that it should be accessible to everyone. We are constantly evolving
to better serve our customers, seize new opportunities and drive growth. Together we can change the world. Come join us.
For more information, visit us on the web at www.dell.com.
LIEMEAEM
http://jobs.dell.com/za/johannesburg/account-service-management/jobid4182539-technical-account-manager-(africa)-jobs
• To ensure customer environment stability through proactive initiatives (reporting, assessment, benchmarking and trend analysis.
• Reduce case activity rate by implementing Dell best practices
• Delivering commitments as documents in customer specific "support plan".
• Identifying and tracking potential Dell Services revenue opportunities.
Responsibilities:
· Provide the customer with a single point of accountability for Dell Services (for all lines of business)
· Developing customer specific support plans, leveraging IT GAP assessment, industry and Dell service knowledge
· Developing and presenting Quarterly and Annual Reviews to customer senior management
· Ensuring customer specific policies and procedures are documented and available to the SEM team to allow for correct customer experience delivery
· Engagement on high profile customer incidents and "critical situations"
· Ensuring 'Resolution and Contingency' plans are effected and technical problem resolution is proceeding as per process commitments
· Ensuring internal and external communication updates throughout the escalation process
· Proactively identifying and resolving issues before they affect the customer's equipment
· Developing and presenting periodical customer reviews to Dell senior management
· Achieving the 'voice of the customer' targets through the delivery of the above responsibilities.
· Frequent scheduled customer visits and ad-hoc travel requests to resolve customer escalations or to provide onsite, informal training.
· Participation in a Follow the Sun and Out of Hours rota’s to ensure full coverage may be a requirement (depending on location).
- Bachelors Degree (or equivalent) in a related discipline
- Relevant industry experience
- Project/IT/Services Management background essential
- Functional technical knowledge of Networking, Storage and Solutions
- Advanced presentation skills
- Good business acumen
- Consultancy skills
- Expert presentation skills required for interaction with sales team, customers and management
- Expert project management experience with effective prioritizing and documentation skills
- Ability to multi-task simultaneous escalations
- Outstanding verbal and written communication skills
Desired Skills:
- Technical certification an advantage
- Bi-lingual ability an advantage
Dell offers:
Opportunity to work with a strong brand at one of the world's largest IT solutions providers
Dynamic, challenging, international work environment
A team with a high level of energy, integrity and motivation to win
Exciting internal career opportunities
A commitment to diversity and inclusion
Competitive compensation including bonus plans & a great benefit package
An individual professional development plan
About Dell Inc.:
Want to work in an environment where each day is focused on delivering solutions that make a real difference in people’s lives?
Where teams are constantly curious, and different perspectives and experiences are valued?
At Dell, we believe technology is essential for human success and that it should be accessible to everyone. We are constantly evolving
to better serve our customers, seize new opportunities and drive growth. Together we can change the world. Come join us.
For more information, visit us on the web at www.dell.com.
LIEMEAEM
http://jobs.dell.com/za/johannesburg/account-service-management/jobid4182539-technical-account-manager-(africa)-jobs
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