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Description
title: mission critical decisions that impact cusotmer operations,
·makes time sensitive.
· manages customer expectations with respect to support agreements and proejct plans.technical accuont manager - dutch speaker
location: irl-dublin
the technical account manager ensures a positive customer expeirence by
providing oversight and manaegment for customer support planning and
technical issues. time to resolve, customer satisfaction,
·meets established performance metrics including time to engage, and other metrics as defined in performance plan.
· bachelor\'s degree (or equivalent) in a related discipline
· relevant industry experience.including resource coordination,
core responsibilities;
· provides support incident ownership and customer account manaegment on a 24x7 basis, dispute and technical resolution management, and communications at various levels during serivces engagements from tactical (incident based) to strategic (global account management strategies), customer management.french sklils are advantageous
· project/it/services management background essential
· functional technical knowledge of networking, storage and solutions
· technical certification an advantage
· itil certified (foundation minimal)
· advanced presentation sklils
· good business acumen
· consultancy skills
· expert presentation skills required for interaction with sales team, customers and management
· expert project management experience with effetcive priortiizing and documetnation skills
· abiilty to mutli-task simulatneous escaltaions
· outstnading vebral and written communciation skills.
·responsible for customer account management and services project delivreables at higher levels within the organization.
· develops and delivers post incident reports on all critical support incidents, develops and maintains customer support plans and relationships, uses complex analytical skills to recognize trends and improve performance in order to assist account teams ability to recognize revenue goals.software support, investigation and analysis of product problems related to assigned products,
· coordination of problem-solving efforts between customers and field service personnel.
- reducing case activity rate by implementing dell best practices
-delivering commitments as documents in customer specific \"support plan\".
· dutch & english language skills are mandatory. acts as the customer\'s single point of contact for all post-
sales delivery technical questions/issues.
·acts as single point of contact for customer escalations.
·serving, on a standby rota responding to customer (24x7)
as an itas (it advisory services) technical account manager you may be required to be the customer\'s primary \'services\' contact, as required, assessment, benchmarking and trend analysis, to wit your responsibilities would be:
-ensuring customer environment stability through proactive initiatives (reporting.
·presents and explains support deliverables to internal and external customers at various levels to include customer executives.
·travels to customer locations as needed.
·identifying and tracking potential dell services revenue opportunities.
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