Dell Director, Customer Escalation Management in Massachusetts
Leads, directs implements and manages the operation activities for the CSM organization on a global basis. Through second level managers, establishes account budget, goals, and headcount and field relations. Develops strategies, operational policies, processes and programs requiring in-depth functional/operational expertise and thorough company knowledge. Provides focus within Dell technology for all Global Service issues to a Dell technology customer. Manages senior executive customer relationships with Dell Technology. Ensures maximum correlation between customer needs and Dell Technology Global services and products. Working through senior managers ensures that all aspects ofDell technology's value proposition are communicated and represented to the customer. Accountable for operational results in terms of customer satisfaction, expenses, budget, performance standards/metrics, services, programs and employees. Integrates customer and Dell technology business requirements with technical requirements to determine best course of action when resolving customer issue. Enables sales by positioning solutions to protect Dell technology product image while identifying sales opportunities. Gather customer intelligence on sensitivities and expectations. Analyzes high level customer technical problems with respect to business, operational and financial areas of customer service and has responsibility for making decisions relating to these issues. Controls and directs internal resources in terms of setting time requirements and expectations. Presents key business issues to executives to provide and obtain information and to build consensus regarding project direction. Directs employees that in a major function, geographic region, product line or technical discipline or multiple related functions, products, geographic locations or technical disciplines. Drives the development, performance standards/metrics, budgets for assigned business area. Works closely with Senior Management to develops effective strategies and programs to improve/enhance Dell technology ability to provide high quality cost effective support. Represents Dell technology to the customer, ensuring that the customer is totally satisfied, while keeping Dell technology's best interest in mind. Utilizes the CSMS to co-ordinates activities with Account Personnel from Sales, System Engineering, Customer Service and Technica. Responsible for the scheduling, staffing, management and development of employees in assigned area. Ensures that issues and recommendations with regard to programs, tools, projects, products, process, metrics, standards and customers are escalated in acc. Serves as primary liaison with Senior executives, internally and externally, to ensure that assigned area (s) anticipate and meet internal and external needs. Ensures senior executives is aware of issues. Interfaces with customer on behalf of executives via customer meetings and written communication. Responsible for acting as Dell technology CS Liaison for customer visits to the Executive Briefing Center.
Typically 15+ years of relevant experience or equivalent combination of education and work experience
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