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Sr. Consultant, DT Select Customer Advocacy
Dell
Austin, TX
Description
Why Work at Dell? 

Endless challenges and rewards. Opportunities on six continents. A team of colleagues fueled by collaboration. All this, and a company deeply committed to integrity and responsibility.

Each Dell Technologies Select customer maintains an exclusive relationship with an additional level of dedicated executive collaboration and expert resources in business and IT strategy to help them lead and execute Digital, IT, Workforce and Security transformation programs that achieve their specific priority outcomes.

This role is essential to the growth of Dell Technologies Select. You will be engaged with these key customers throughout the ongoing maintenance of the relationship providing oversight throughout the delivery of key solutions, coordinating customer interactions, and serving as a proactive facilitator of positive customer outcomes.  You will serve as an alternative point of contact and trusted advisor for customer executives as their advocate and voice within Dell Technologies with the ultimate responsibility and accountability for their overall success.

Each Select customer will receive “High Touch” services offered exclusively through our ENGAGE program by bringing the right combination of expertise, capabilities and technologies across our family of strategically aligned businesses.

Key Responsibilities
  • Provide program management for projects within the DTS “ENGAGE” program including but not limited: Executive Sponsor Program; CxO Advisory Councils and Events; Customer Success Management; Critical Account Program; Ease of Doing Business initiatives; Voice of the Customer and Voice of the Team Programs.
  • Manage the necessary internal resources across all strategically aligned businesses and other functional areas as required to support the DTS ENGAGE program.
  • Coordinate interactions and program activities between the DTS Client Executive teams and the Chief Customer Office organization.
  • Collaborate with our Strategically Aligned Businesses on programs and initiatives piloted or launched within DT Select accounts.
  • Manage “Exceptional” non-standard escalations by leading the effort to coordinate required company resources to resolve all issues expeditiously, document the root cause and identify trends preventing the recurrence of similar issues with other customers.
  • Serve as a liaison to our strategically aligned businesses corporate and business unit teams providing feedback and escalation communication on behalf of the Dell Technologies Select leadership team.
  • Provide support as needed at customer Quarterly Business Review meetings.
  • Represent “Customer Experiences” in key corporate initiatives.

Skills & Requirements
  • Strategic and visionary thinker with extensive program management experience to drive cross functional improvement programs.
  • Prior experience in technology partner or sales management.
  • Prior experience within a Customer Advocacy or Customer Success organization providing direct customer/partner and field sales support activities.
  • Ability to encourage collaboration, fresh ideas, brainstorming, and experimentation.
  • Proven experience in analysis and setting of monthly and annual goals for key customer experience performance drivers.
  • Proven track record of delivering results above expectations.
  • Good understanding of end-to-end customer interactions from Prospect to Orders to Fulfillment to Product Usage to Renewal/Upgrade to Support & Services.
  • Understanding of technology (e.g. CRM, Portals, IVR) and best practices for how to deliver an outstanding Customer Experience.
  • Experience with Tools and Reporting to measure and evaluate the overall Customer Experience.
  • A self-starter, motivated individual who works well under pressure.
  • Ability to multi-task, prioritize and coordinate tasks to meet multiple deadlines.
  • Flexible and resilient, comfortable with ambiguity, adaptable to a high-change environment.
  • Ability to operate in both a strategic and detailed manner, while accommodating for global level concerns
  • Ability to drive collaboration with functional and technical teams to achieve effective solutions
  • Effective communication skills with all levels of management, including the ability to influence at the executive level
  • Ability to travel a minimum of 20% of the time worldwide and within country

Key Responsibilities
  • Provide program management for projects within the DTS “ENGAGE” program including but not limited: Executive Sponsor Program; CxO Advisory Councils and Events; Customer Success Management; Critical Account Program; Ease of Doing Business initiatives; Voice of the Customer and Voice of the Team Programs.
  • Manage the necessary internal resources across all strategically aligned businesses and other functional areas as required to support the DTS ENGAGE program.
  • Coordinate interactions and program activities between the DTS Client Executive teams and the Chief Customer Office organization.
  • Collaborate with our Strategically Aligned Businesses on programs and initiatives piloted or launched within DT Select accounts.
  • Manage “Exceptional” non-standard escalations by leading the effort to coordinate required company resources to resolve all issues expeditiously, document the root cause and identify trends preventing the recurrence of similar issues with other customers.
  • Serve as a liaison to our strategically aligned businesses corporate and business unit teams providing feedback and escalation communication on behalf of the Dell Technologies Select leadership team.
  • Provide support as needed at customer Quarterly Business Review meetings.
  • Represent “Customer Experiences” in key corporate initiatives.

Skills & Requirements
  • Strategic and visionary thinker with extensive program management experience to drive cross functional improvement programs.
  • Prior experience in technology partner or sales management.
  • Prior experience within a Customer Advocacy or Customer Success organization providing direct customer/partner and field sales support activities.
  • Ability to encourage collaboration, fresh ideas, brainstorming, and experimentation.
  • Proven experience in analysis and setting of monthly and annual goals for key customer experience performance drivers.
  • Proven track record of delivering results above expectations.
  • Good understanding of end-to-end customer interactions from Prospect to Orders to Fulfillment to Product Usage to Renewal/Upgrade to Support & Services.
  • Understanding of technology (e.g. CRM, Portals, IVR) and best practices for how to deliver an outstanding Customer Experience.
  • Experience with Tools and Reporting to measure and evaluate the overall Customer Experience.
  • A self-starter, motivated individual who works well under pressure.
  • Ability to multi-task, prioritize and coordinate tasks to meet multiple deadlines.
  • Flexible and resilient, comfortable with ambiguity, adaptable to a high-change environment.
  • Ability to operate in both a strategic and detailed manner, while accommodating for global level concerns
  • Ability to drive collaboration with functional and technical teams to achieve effective solutions
  • Effective communication skills with all levels of management, including the ability to influence at the executive level
  • Ability to travel a minimum of 20% of the time worldwide and within country

Job Family: Corporate Development & Strategy
Job ID: R22091
For more information on this job posting, click Here.
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