advisor, account service ManagementDell

Customer Success Manager
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 to do the best work of your career and make a profound social impact as a Advisor on our Account Services Management team in Manila, Philippines.
Responsibility
As an Advisor within Account Services Management team, you will be the primary point of contact for escalation from cross functional team within RSA Technical Support organization within Asia Pacific region. You will also be responsible for customer management such as disputes, challenges and work with cross functional team for resolution management and communicates back to different internal and external stakeholders and from tactical to strategic (Account Management Strategies) perspective. Works closely with the customer, partners and internal teams to identify and resolve potential issues to achieve total customer experience and satisfaction
Review and analyze challenges faced by the customer and work towards resolution management within the premises of business operational rules and boundaries.
Facilitate the communication between internal stakeholders and provide support strategies to resolve potential issues, complex service or product related issues.
Leads internal resources in terms of setting time requirements, expectations and collaborates with different cross functional team such as Account Managers, System Engineers, Sales, Professional Service and Technical Support to ensure all customer needs are met.
Provide timely communication or update to all internal and external stakeholders (partners and customers). You may be asked to setup or join customer calls, meetings, executive calls and the like.
Interacts with customer on behalf of senior management through customer meetings and written communication
Requirements
Bachelor's Degree in Information Technology, Computer Science, Engineering or any related Technical field
Typically requires 7+ years of relevant experience
Possesses operational command of the business and can work under pressure
Ability to work in a team environment and influence others to achieve results
Incident and escalation management
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 .
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. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy .
Dell

Taguig City, Metro Manila
Permanent
Full-time