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Sr Advisor, Account Services Management

Needham, Massachusetts, Hopkinton, Massachusetts, United States;Rocky Hill, Connecticut, United States

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Job ID R78802 Date posted Nov. 14, 2018

Job Description

Dell provides the technology that transforms the way we all work and live. But we are more than a technology company — we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can’t wait for you to discover this for yourself as a Senior Advisor, Account Services Management (SAM), located in Hopkinton/Boston, MA area and Hartford, CT

Dell 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.

Role Responsibilities

  • Key member of the DELL EMC Customer Service Team who supports our largest and most strategically important customers
  • Assigned and responsible for a specific area, region, or division with site locations as specified in account service plan
  • Build relationships within account(s) to become a support services trusted advisor focused on the total customer experience and satisfaction
  • Leverage various DELL EMC resources to ensure incident resolution, drive proactive activities promoting system health and customer satisfaction
  • Provide detailed customer reporting using a cross section of services tools and applications
  • Collaborate with DELL EMC account teams to understand the business strategy and supports sales opportunities
  • Responsible for the account management of multiple customers or sites with larger install bases
  • Function as the single point-of-contact for service activities, educates the customer on EMC service delivery, tools and interfaces
  • Communicate relevant service updates and recommendations to both internal & external customers to ensure a level of compliance and performance
  • Collaborate with DELL EMC resources and customer during escalations
  • Leverage big data analysis to provide customer environment insight and uses data to build a compelling account plan and strategy
  • Accountable for Change control management to ensure stability of environments
  • Work with the customer to proactively identify and resolve potential issues to achieve high system availability
  • Attend customer site frequently (at least two days per week) or as appropriate
  • Provide 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
  • Lead meetings with an executive level audience and articulates a forward thinking account plan
  • Build and foster a broad network across the customer and across EMC
  • Assist with and participates in project work
  • Assist in ensuring accuracy of service maintenance contracts billing


  • Builds key relationships and effective networks
  • Ability to influence cross functionally and in a matrix environment
  • Strong communication skills (written, verbal and listening)
  • Complex problem solving
  • Bachelors (Non – Technical)
  • EMC Proven Professional Certification (desired)
  • ITIL Foundation (desired)
  • 8+ years relevant experience (customer facing, large accounts, industry related) with a Bachelor’s Degree
  • 6+ years related experience with a Master’s Degree
  • 3+ years related experience with a PhD
  • Or equivalent experience

We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities — all to create a compelling and rewarding work environment.

If you’re ready to play a key role at the heart of outstanding account services, this is your opportunity to develop with Dell.

Dell 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. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here

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