Senior Service Account Manager (f/m/d)

Job Description

Senior Service Account Manager (f/m/d)

Neuss or Frankfurt, Germany

Dell provides the technology which 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 Service Account Manager (SAM; f/m/d) on our Service Account Management team in Neuss or Frankfurt, Germany.

General Summary

As a key member of the EMC Customer Service, the Service Account Management (SAM) team supports our largest and most strategically important customers. The Service Account Manager (SAM) is assigned to and responsible for a specific area, region, or division with site locations as specified in the account service plan. He/she builds relationships within account(s) to become a support services trusted advisor focused on the total customer experience and satisfaction. The SAM individually leverages various Dell EMC resources to ensure incident resolution, drives proactive activities promoting system health and customer satisfaction, provides detailed customer reporting using a cross section of services tools and applications, collaborates with EMC account teams to understand the business strategy and supports sales opportunities.

Key Responsibilities

• Leads complex support services delivery processes spanning multiple service areas, collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement.
• Leverages big data analysis to provide customer environment insight and uses data to build a compelling account plan, proactively identifying opportunities for customer to benefit from the whole Dell EMC portfolio.
• Attends customer site meetings frequently or as appropriate and leads generation and preparation of monthly and quarterly reports/business reviews to proactively inform the customer of the overall account status, including ongoing service activities, recommendations for further risk mitigation, updates on incident solution and progress of upgrades and enhancements.
• Actively participates in meetings with an executive level audience and articulates a forward-thinking account plan.
• Compiles, analyses and reports statistical data and trends relating to service level compliance and operational effectiveness to internal or external customers.
• Provides training and mentoring for functional teams to ensure that process guidelines are understood and followed.
• Administers and manages the configuration of process related tools, reporting tools, and associated technologies.

Essential Requirements

• University degree and 8+ years of relevant work experience
• Strong communication skills (written, verbal) and active listening capabilities; Ability to work in a team environment and to influence others to achieve results
• Customer focused, excellent interpersonal and conflict resolution skills. Complex problem-solving skills, Experience in Managing high business impact customer escalations
• Possesses strong product/technology and industry knowledge and operational command of the business, orientation in SLA and SLO terminology and Methodology
• Fluent in German and English

Desirable Requirements

• Strong Dell EMC technology and product knowledge
• ITIL V3 Foundation certification

Benefits
We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.
If you’re ready to play a key role at the heart of outstanding account services, this is your opportunity to develop with Dell.
Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here.