Job Description

Clients around the globe put Dell Technologies technology at the heart of their IT departments. Our Technical Account Managers (TAMs) address their two biggest challenges: meeting the needs of service users and keeping the information infrastructure available at all times. Much more than the customer\xe2\x80\x99s go-to person when there\xe2\x80\x99s an issue, TAMs take a proactive approach to driving technical activities. They specialize in helping customers focus on environmental stability and avoid problems before they occur. TAMs work closely with a range of colleagues to identify sales opportunities, drive best support practices, deliver consistent service levels and ensure complete customer satisfaction.

SUMMARY

The Technical Account Manager (TAM) is a post-sales Technical resource within a specific practice. The TAM helps drive technical activities proactively, as well as the customer\'s technical go-to person strategy during customer service events. The TAM\'s core attribute is to help the customer avoid problems before they occur and focus to ensure environmental stability. The TAM leverages the support of local and corporate resources attaining a high level of customer satisfaction and identifies, informs, and works with the account team on potential sales opportunities based upon the technical observations within the customer\'s environment. The TAM ensures best support practices within the customer\'s environment and strives toward delivering consistent service levels by exceeding customer expectations. The TAM will be responsible for providing technical recommendations based on the data obtained during the weekly, monthly and quarterly reports provided to the customer.

You will:

• Functions as the central point of contact for service activities, educates the customer on Dell EMC service delivery, tools and interfaces within a technical focus area or discipline.
• Adheres to best technical practices within the customer\'s environment and provides proactive support to avoid potential customer escalations.
• Defines client needs and develops a plan and proposal for technical solutions of assigned projects.
• Reviews any security vulnerabilities, DTAs and DSAs, with the customer and implements solution/workaround as appropriate.
• Collaborates with customer and relevant Dell EMC teams to define and implement an appropriate code strategy, also providing technical architecture and consultation on growth and adoption of new features.
• Leverages big data analysis to provide customer environment insight.
• Conducts and delivers deep dive regular analysis and reporting on configuration, performance and best practice analysis for each assigned account.
• Proactive daily monitoring for supported systems within each assigned account.
• Proactively analyzes capacity and performance metrics to help ensure continuous performance and operational efficiency.
• Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers.

SKILLS
Communication
Cross-Functional Teamwork
Organization
Self Confidence
Time Management
Industry Trends
Influencing Others
Interpersonal Awareness
Presenting with Impact
Taking Initiative
Mentoring Colleagues
Motivate Others

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