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Sr Advisor - Account Services Management

Rome, Italy

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Job ID R91532 Date posted Jun. 10, 2019

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  Service Account Manager on our Account Management Services team.

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.

Principal Duties & Responsibilities

  • Leads complex service delivery processes and associated projects
  • Collaborates with internal resources and customer during escalations  Leverages big data analysis to provide customer environment insight
  • Provides monthly and quarterly reports to proactively inform customer of overall account status, including ongoing service activities
  • Manages service delivery processes in a complex service delivery environment
  • Develops resolutions to complex problems that require the frequent use of creativity
  • Identifies and leads continuous improvement activities in support of customer or internal business processes
  • Possesses operational command of the business
  • Ability to work effectively with senior management
  • Customer focused
  • Organizational skills; presentation skills
  • Conflict resolution skills
  • Cross-Functional skill
  • Ability to influence others to achieve results
  • Possesses strong product, technology and industry knowledge
  • Possesses operational command of the business       
  • May require relevant product certificatio

Essential Requirements

  • Italian and English language capability
  • Typically requires 8+ years of related experience in a professional role with a Bachelor’s degree; or 6+ years with a Master’s degree; or 3+ years with a PhD; or equivalent experienc
  • Communication​ and problem-solving skills.
  • Ability to work in a team environment and to influence others to achieve results.
  • Customer focused,​ excellent interpersonal​ and conflict resolution skills.
  • Possesses strong product/technology/industry knowledge and​ operational command of the business.

Desirable Requirements

  • Strong Dell EMC technology and product knowledge
  • Experience in Managing high business impact customer escalations

Benefits

Our people are the most critical component of our long-term success and their health and wellbeing are our priority. You will enjoy a comprehensive, locally competitive benefits package.

Dell is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. Dell encourages applicants of all ages.

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