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TECHNICAL ACCOUNT MANAGER - POLISH
Company:DELL |
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Job Reference Number |
14614864 |
Client ID: |
RI/12000D6L |
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Posted On: |
Jul 23 2012 |
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Location: |
DUBLIN |
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Job Type: |
Permanent |
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Salary: |
NOT DISCLOSED |
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Benefits: |
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Principal Duties and Responsibilities:
- As a ITAS (IT Advisory Services) Technical Account Manager you are the customers primary 'services' contact, your 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 main responsibilities 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).
Skills & Qualifications:
-Fluent verbal and written communication skills in English and Polish
- Bachelors Degree (or equivalent) in a related discipline
- Relevant industry experience .
- Project/IT/Services Management background essential
- Functional technical knowledge of Networking, Storage and Solutions
- Technical certification an advantage
- ITIL certified (foundation minimal)
- Advanced presentation skills
- Good business acumen
- Consultancy skills
- Expert presentation skills required for interaction with sales team, customers and management
- Expert project management experience with effective prioritizing and documentation skills
- Ability to multi-task simultaneous escalations
