Services Account Management Consultant

4 weeks ago

Maryland, United States Dell Technologies Full time

Federal Services Account Management Consultant

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.

Join us to do the best work of your career and make a profound social impact as a Federal Services Account Management Consultant on our Account Services Management Team in Maryland.

What you'll achieve

As a Federal Services Account Management Consultant, you will serve as a dedicated support services resource for the United States Government and will be the customer's primary point of contact for delivering support and coordinating operational support related activities of all Dell Technologies. You will serve as the single point of warranty support; provides customer account management on a 24x7x365 basis, including resource coordination, customer management, technical resolution management, and communications at various levels during warranty services engagements. You will also provide feedback to customer on any observed/known issues; develop and maintain custom customer support plans and relationships that are tailored to each individual project unique requirements. You will be operating within the most complex services delivery processes spanning multiple service areas, build and foster a broad network across the customer and business. You will be providing monthly and quarterly reports to proactively inform customer of overall account status, including ongoing service activities, recommendations for further risk mitigation, updates on incident solution and progress of upgrades and enhancements

You will:

  • Be the Account Management/Customer Advocate and works closely with account teams to ensure end-to-end planning and sustainment of Dell solutions; helps account team to design the customer solutions and supports the installation, customization, and integration of the solution.
  • Provide feedback to customer on any observed/known issues; develop and maintain custom customer support plans and relationships that are tailored to each individual project unique requirements.
  • Contribute to the development of warranty and maintenance strategies, policies and best practices through participation in management meetings and other direct contributions.
  • Communicate relevant service updates and recommendations to both internal & external customers to ensure a high level of compliance and performance
  • Work with the customer to proactively identify and determine how to resolve potential issues to achieve high system availability

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

  • Typically requires 12+ years of related experience in a similar position
  • Must be a US citizen and must have an active TS/SCI clearance with polygraph
  • Complex problem solving and strong communication skills (written, verbal and listening)
  • Builds key relationships and effectively network with the ability to influence and work cross functionally and in a matrix environment

Desirable Requirements

  • Experience with Enterprise Servers and Storage, Client Technologies, iSCSI, Fibre Channel, NAS, DAS, SAS, TCP/IP networking, Server Operating Systems. Recommended certifications: A+, Security+, MCITP/MCSE, VCP, RHSA
  • Familiarity with the following: Dell OpenManage Enterprise, Dell Enterprise Management Tools, GPGPU Technology, Citrix, Enterprise Virtualization, Cloud Technologies, HPC

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 ) .

Job ID: R244525

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.


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