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Standort:
Beschreibung
title:
your main responsibilities are:
. informal training
· participation in a follow the sun and out of hours rota\'s to enusre full coverage may be a requirement (depending on location), identifying and tracking potential dell services revenue opportunities
your responsibilities further will involve:
· proivde the cusotmer with a single point of accountability for dell services (for all lines of business)
· developing cusotmer specific support plans, leveraging it gap assessment, industry and dell service knowledge
· developing and presenting quarterly and annual reviews to cusotmer 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 thruogh the delivery of the above responsibilities
· frequent scheduled customer viists and ad-hoc trvael reqeusts to reslove customer escaltaions or to provide oniste.to ensure customer envirnoment stabliity through proatcive inititaives (repotring, assessment, benchamrking and trned anaylsis)
.delivering commitments as documents in customer specific \"support plan\"
. networking, server and storage
· technical certification is an advantage
· itil certified (foundation minimal)
· advanced presentation skills
· good business acumen
· excellent consultancy- and communication-skills for interaction with support team, customers and management
· expert project management experience with effective prioritizing and documentation skills
· ability to multi-task simultaneous escalations
outstanding verbal and written communication skills in german and english is a must, sales team, french would be a strong plus,
qualifications
· bachelors degree (or equivalent) in a related discipline
· project/it/services management background essential
· functional technical knowledge of client.account service management advisor
location: deu-halle
job title: technical account manager (account service management senior advisor)
location: halle (saale)
department: global support services
reports to: senior manager, emea tam services organization
principal duties and responsibilities:
as a itas (it advisory services) technical account manager you are the customers primary \'support services\' contact.reduce case activity rate by implementing dell best practices
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