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Federal Services Account 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.
The Services Account Manager (SAM) is the customer’s single point-of-accountability for service activities and manages complete problem resolution on managed assets.
Join us to do the best work of your career and make a profound social impact as a Federal Services Account Manager on our Account Services Management Team in the United States.
What you’ll achieve
As a Federal Services Account Manager, you will provide standardized reporting (products & entitlements, support & dispatch, overall account status, life-cycle management status, and product details). You will examine internal processes and drive continuous improvement across Dell Technologies, as well as apply a customer-first mindset to every tool, process, and customer touchpoint into Dell. Works with the customer to proactively identify and resolve potential issues to achieve high system availability in the customer’s environment and uses data to build a compelling account plan and strategy. Develop resolutions to complex problems that require the frequent use of creativity. You will also build relationship with customers and become a trusted advisor (engage CEM Team with escalations and problem resolution, as well as educate customer to maximize ProSupport Plus and ProSupport Flex benefits and renewals).
You will:
Build network within services to help respond to and address customer issues
Build relationships with sales/account teams to help enable growth of the customer account
Assist sales with issues and escalations including Sev1 incidents, warranty issues, and tag transfers
Understand needs of the business and help enable sales strategy
Educate the customer on and enable the adoption of all Dell Technologies Services portfolio offerings and tools
Enable sales team to expand warranty footprint
Take the first step towards your dream career
Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:
Essential Requirements
5+ years relevant experience (customer facing, large accounts, industry related) with a Bachelor’s Degree; 6+ years related experience with a Master’s Degree; 3+ years related experience with a PhD, or equivalent experience.
Builds key relationships and effective networks
Ability to influence cross functionally and in a matrix environment
Foundational skills in applying AI and GenAI to daily work activities
Ability to learn how complex technologies are applied in a customer’s environment, as well as have strong data driven and problem-solving skills and a passion to learn and master new concepts quickly and independently
Desirable Requirements
ITIL Foundation
Who we are
We believe that each of us has the power to make an impact. That’s why we put our team members at the center of everything we do. If you’re looking for an opportunity to grow your career with some of the best minds and most advanced tech in the industry, we’re looking for you.
Dell Technologies is a unique family of businesses that helps individuals and organizations transform how they work, live and play. Join us to build a future that works for everyone because Progress Takes All of Us.
Dell Technologies 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. Read the full Equal Employment Opportunity Policy here.
Dell’s Flexible & Hybrid Work Culture
At Dell Technologies, we believe our best work is done when flexibility is offered.
We know that freedom and flexibility are crucial to all our employees no matter where you are located and our flexible and hybrid work style allows team members to have the freedom to ideate, be innovative, and drive results their way. To learn more about our work culture, please visit our locations page.
