Escalation Account Management Consultant - U.S. remote; Hopkinton, MA preferred

Main Location
Round Rock, TX, United States
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Escalation Account Management Consultant
Competitive salary

Hopkinton, MA

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  Escalation Account ManagementConsultant on our AccountServices Management team in Hopkinton, MA.

The Escalations Account Service Management role acts as DELL EMC's ambassador/liaison to the customer and as the customer's representative within DELL EMC. Applies technical and customer service expertise in order to resolve complex customer issues by coordinating the technical support between the field and Customer Service managers. Interfaces with Senior Management, Engineering, Sales, Marketing, Customer Service and customers to resolve business, and technical issues on all products and services.

Key Responsibilities

  • Identifies and facilitates the route of all technical queries and problem resolution from the customer / field to Corporate Technical Support and Engineering. Advises DELL EMC senior management of any developments and action plans. Generates support plans to resolve complex service related problems
  • Chairs meetings and conference calls at short notice with internal and external stakeholders from Senior Management and above
  • Provides formal, executive quality written communication regarding critical escalations to Senior VP level stakeholders
  • Analyzes customer technical problems with respect to business, operational and financial areas of customer service and has responsibility for making decisions relating to these issues. Controls and directs internal resources in terms of setting time requirements and expectations
  • Coordinates activities with Account Personnel from Sales, System Engineering, TSG and Customer Service to ensure all customer needs are met. Acts as point of escalation for front line issues and concerns on specific problems relating to assigned region or country and is responsible for ensuring follow up and fault resolution; coordinates all aspects of ongoing service issues, technical assistance and direction to customers regarding DELL EMC products
  • Integrates customer and DELL EMC business requirements with technical requirements to determine best course of action when resolving customer issue. Enables sales by positioning solutions to protect DELL EMC product image while identifying sales opportunities. Gather customer intelligence on sensitivities and expectations; ensures suitable level of service personnel and activity during problem resolution at all locations. Prepares and presents key business issues to senior management to provide and obtain information and to build consensus regarding project direction
  • Interfaces with customer on behalf of senior management via customer meetings and written communication. Responsible for acting as DELL EMC CS Liaison for customer visits to the Executive Briefing Center
  • Will be required to work on a seven day rotating roster which will include 10 hours a day

Essential Requirements

  • 12+ years of related experience in a professional role with a Bachelor’s degree; or 8+ years with a Master’s degree; or 5+ years with a PhD; or equivalent experience
  • 7 years of experience in a Customer Service role, preferably in a Team Lead position within a Technology company
  • Excellent business writing skills
  • Great organizational skills
  • Strong Customer Service background; possesses a "Customer First" attitude
  • Ability to work independently as well as being team oriented; must be confident and capable to act quickly and make decisions independently as they arise
  • Excellent Communication skills
  • Possesses a sense of urgency and ability to turn around situations quickly
  • Be energetic and have a good attitude to work

Desirable Requirements

  • DELL EMC Proven Professional Certification
  • Multi-lingual in English, Spanish, Portuguese, and/or French

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.

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Escalation Account Management Consultant - U.S. remote; Hopkinton, MA preferred
Dell Technologies