Dell EMC Technical Account Manager
Job Details
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Job Description
Are you a brilliant problem solver who could provide front-line support for a game-changing, enterprise-wide support service? Do you want to be a hero to Dell EMC’s customers by resolving their complex IT issues? Within Account Services, we are looking for a Technical Account Manager to join our team in Cairo.
Dell EMC is a collective of customer-obsessed, industry-leading visionaries. At our core is a commitment to diversity, sustainability and our communities. We offer unparalleled growth and development opportunities for our team members. We believe that technology is essential for driving human progress, and we’re committed to providing that technology to people and organizations everywhere, so they can transform the way they work and live.
The Technical Account Manager (TAM) is a post-sales Technical resource within a specific Dell EMC practice. The TAM helps drive technical activities proactively, as well as the customer's technical go-to person 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.
Key Responsibilities
- The TAM ensures best practices are being adhered to within the customer's environment and strives toward delivering consistent service levels by exceeding customer expectations and avoid customer escalations.
- Helps manage and coordinate the processing, communication, and implementation of the technical related changes, including changes related to customer requests, Field Change Order (FCO),reconfigurations, and is engaged on all upgrade and execution plans.
- Maintains awareness of all complex service matters including Technical Solutions implementations and activities.
- Reporting will include (and not limited to) technical performance trending, code level review/recommendations, and a review of relevant Service Requests open within a customer's environments.
- Can explain technical problems and solutions to technically literate team/client members.
- Ensures effective coordination and support between account teams and supporting technical resources.
- Builds value-added relationships within the domain of the account to become the trusted advisor
Job Requirements
Desirable Requirements
- Bachelors Degree (Technical) & 5+ years relevant experience
- Experience with Dell EMC back up solutions - DPS, Networker, Avamar is a great asset
- Ability to influence others to achieve results
- Interpersonal skills as well being proactive
- Understand industry trends
- Presentation skills
- Technical expert on specified practice and willingness to learn new technologies
Benefits
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.
