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TECHNICAL ACCOUNT MANAGER - POLISH

 

Company:

DELL

Job Reference Number

14614864

Client ID:

RI/12000D6L

Posted On:

Jul 23 2012

Location:

DUBLIN

Job Type:

Permanent

Salary:

NOT DISCLOSED

Benefits:

  • SPORTS & SOCIAL CLUB
  • SUBSIDISED CANTEEN
  • STAFF DISCOUNTS
  • CAR PARKING
  • PENSION / PRSA
  • BONUS
  • PERM. HEALTH INSURANCE
  • LIFE ASSURANCE
  • PAID HOLIDAYS
  • EMPLOYEE ASSISTANCE PROG
Technical Account Manager - Polish Speaking

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