Anzeigendetails
Standort:
Beschreibung
title:
qualifications
· bachelors degree (or equivalent) in a related discipline
· project/it/serivces management background essential
· functional technical knowledge of client, server and storage
· technical certification is an advantage
· itil certified (foundation minimal)
· advanced presentation skills
· good busniess acumen
· excellent consultancy- and communication-skills for interaction with support team, french would be a strong plus, 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, networking, sales team.delivering commitments as documents in cusotmer specific \"support plan\"
. account service management advisor
location: deu-halle
job title: technical account manager (account service management senior advisor)
location: halle (saale)
department: global support serivces
reports to: senior manager, emea tam services organization
principal duties and responsbiilities:
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
.
yuor main responsbiilities are:
. identfiying and trakcing potetnial dell services revneue opportnuities
yuor responsibilities furhter will invlove:
· proivde the customer with a signle ponit of accounatbility for dell services (for all liens of business)
· deveolping 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).to ensure customer environment stability through proactive initiatives (reporting, assessment, benchmarking and trend analysis)
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