Senior Account Services Management Advisor

1 week ago

Jakarta, Indonesia 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 Indonesia to do the best work of your career and make a profound social impact.

What you’ll achieve
As a Senior 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.

As a post-sales resource, your main responsibility is to act as the trusted advisor to your client(s), ensuring that the services are delivered accordingly in the most efficient way

You will:

- Be responsible for a dedicated customer set, build relationships within account(s) to become a trusted advisor focused on the total customer experience and satisfaction.
- Communicate relevant service updates and recommendations to both internal & external customers to ensure a level of compliance and performance and collaborates with DELL EMC resources and customer during escalations
- Leverages big data analysis to provide customer environment insight and 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 and 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 and 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

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

Here’s our story; now tell us yours

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We’re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What’s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life - while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didn’t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what’s next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here.

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