Federal Services Account Manager

3 weeks ago

McLean VA, United States Dell Full time

p 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. 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 .

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. 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).
​ 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

5+ years relevant experience (customer facing, large accounts, industry related) with a Bachelor’s Degree; 3+ years related experience with a PhD, or equivalent experience.
~ Builds key relationships and effective networks
~ 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


ITIL Foundation


​ 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. Read the full Equal Employment Opportunity Policy here.
Dell’s Flexible & Hybrid Work Culture
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.

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