Technical Customer Success Manager

Job Description

Technical Customer Success Manager

Dell Technologies 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.

Join us to do the best work of your career and make a profound social impact as a Technical Customer Success Manager on our Customer Success team in Draper, Utah.

In this position as a Technical Customer Success Manager (TCSM), you will be pivotal in ensuring customers achieve their desired outcomes using Dell’s products and services. This role blends customer advocacy, relationship management, and technical knowledge to drive customer experience, retention, and growth. As a TCSM, you will leverage your technical expertise and data-driven insights to identify optimal strategies and actions that deliver for our customers. Dedicated to fostering strong relationships and understanding unique customer needs, you will be a key driver across the Dell Technologies lifecycle. Committed to elevating the customer experience, you will help customers realize the full value of Dell's products and services to deliver exceptional experiences and optimize the value of their Dell technology investments.

You will:

• Onboarding and Success Planning: Implement toolkits that set customers up for success, including ways to maximize value through Dell connectivity technology and tools. Lead continuous improvement activities in support of customer or internal business processes.
• Customer Champion: Serve as the voice of the customer within Dell, advocating for their needs and expected outcomes throughout their journey to ensure a cohesive and seamless experience. Build and expand customer stakeholder relationships through regular communication and engagement initiatives. Serve as an advisor from onboarding to renewal, managing cross-functional stakeholders to ensure smooth delivery of intermediate-level service delivery processes and associated projects, coordinating system maintenance support. Conduct regular check-ins to assess needs, review the customer journey, and use a consultative approach to help overcome barriers and achieve outcomes.
• Proactive Engagement: Utilize data to monitor customer health, identify trends, predict needs, and address potential challenges, risks, and opportunities. Prepare and present monthly and quarterly business reviews on customer success metrics and strategic initiatives. Serve as a point of escalation for customer issues, ensuring swift and effective resolution with regular communication plan for all stakeholders.
• Technical Expertise: Assist in collaborating with technical support and other cross-functional teams to assess and resolve systemic issues in the customer's infrastructure environment. Assist in managing and overseeing all support service processes, including critical incident and change management. Provide proactive risk remediation guidance and best practices to maximize the use of Dell’s products and solutions.
• Business Acumen: Assist in partnering with the sales team to identify upsell and cross-sell opportunities to realize the full potential of Dell's products and services, leading to increased customer lifetime value. Assist in ensuring the appropriate level of services is effectively positioned to meet customer needs, while enabling timely and successful renewals.

Take the first step towards your dream career Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role:Essential Requirements

• 5-8 years of relevant work experience in delivering IT services
• IT Technical Knowledge and Technical Aptitude: Familiarity with, or the ability to quickly learn, Dell’s product portfolio and industry trends; Demonstrated ability to understand and apply technical concepts to facilitate issue resolutions and optimize customer success
• Business Acumen & Problem Solving: Proven ability as a data-driven decision-maker, skilled at applying logic to solve problems and achieve positive outcomes
• Conflict Resolution & Negotiation: Proven ability to manage high-pressure situations, resolve conflicts, and drive accountability
• Collaboration Across Teams: Proven ability as a strong collaborator, working with sales, support, field, and technical teams to drive customer success

Desirable Requirements

• Bachelor’s or Master’s Degree

Compensation

Dell is committed to fair and equitable compensation practices. The salary range for this position is $80,325 - $103,950.

Benefits and Perks of working at Dell Technologies

Your life. Your health. Supported by your benefits. You can explore the overall benefits experience that awaits you as a Dell Technologies team member — right now at MyWellatDell.com

Who we are

We believe that each of us has the power to make an impact. That’s why we put our team members at the center of everything we do. If you’re looking for an opportunity to grow your career with some of the best minds and most advanced tech in the industry, we’re looking for you.

Dell Technologies is a unique family of businesses that helps individuals and organizations transform how they work, live and play. Join us to build a future that works for everyone because Progress Takes All of Us.

Dell Technologies 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. Read the full Equal Employment Opportunity Policy here.