Job Description
As a ITAS (IT Advisory Services) Technical Account Manager you are the customers primary 'support services' contact.
Your main 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
Your responsibilities further will involve:
· 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).
"EUMO"
Qualifications
· Bachelors Degree (or equivalent) in a related discipline
· Project/IT/Services Management background essential
· Functional technical knowledge of Client, Networking, Server and Storage
· Technical certification is an advantage
· ITIL certified (foundation minimal)
· Advanced presentation skills
· Good business acumen
· Excellent Consultancy- and Communication-Skills for interaction with support team, 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 in German and English is a must, French would be a strong plus
Apply Now - Resume or CV with Job Post Title
Email: jobs@aarenconsultants.in
