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Technical Account Manager

Job Description

The Technical Account manager (TAM) is responsible for the overall technical and service account management of designated accounts for customers who have purchased Dells ProSupport Pro Support Plus (PSP) services. The position will be the focal escalation point for these accounts, responsible for the overall delivery of support and services. The SDM works within the framework of the wider SDM/TAM Services organisation and is also closely aligned to Dell technical support, operations and sales organisations.

Principal Duties and Responsibilities:

Provide designated PSP customer accounts with a single point of accountability for Dell Services (for all lines of business)
Deliver proactive services to all assigned ProSupport accounts, including customer reporting, trend analysis, operations benchmarking, gap assessments and support plans
Coordinate and manage the implementation of service delivery process improvement, ensuring maximum availability of customer’s mission critical systems
Provide customers with post incident reports in the event of a Severity 1 incident.
Lead regular onsite service management review meetings with assigned EWC accounts
Promote and assist in architecting a preventative maintenance plan for all designated customer accounts
Sound knowledge of Storage,Server and Networking
Upon request from customers/sales develop and communicate a Services recovery plan aligned directly to the customer’s issues, leading to improved, sustainable and acceptable service levels
Take part in review sessions for customer installations and ensure that the handover from installation to production occurs seamlessly
Maintain customer database to ensure customer site information is up to date and accurate at all times
Develop and present periodical account operations reviews to Dell senior management
As Required: Maintain/enhance skills levels according to future technology trends
As Required: Perform/coordinate change management tasks for the assigned customer base
Customer contacts (technical specialists, engineers, system administrators, IT managers, IT directors, CIO)
Dell contacts (Account Executives, Account Managers, Systems Consultants, Management, Technical Account Managers, Services Operations, Technical Support)
Salary:INR As per Industry standards
Industry:BPO / Call Centre / ITES
Functional Area:ITES , BPO , KPO , LPO , Customer Service , Operations
Role Category:Voice
Role:Assistant Manager/Manager-(Technical)

Account Management Service Delivery Change Management Support Services Service Management Process Improvement technical account manager Virtualization ITIL Infrastructure Service Management
Desired Candidate Profile

UG: Any Graduate – Any Specialization
PG:Any Postgraduate – Any Specialization, Post Graduation Not Required
Doctorate:Doctorate Not Required
Functional/Technical Skills
Strong knowledge and experience of IT services delivery
Subject matter expertise in IT services, including support, managed and consulting services
Server and storage hardware knowledge (including Fibre Channel, iSCSI, virtualisation, SAN, NAS, and clustering technologies)
Networking knowledge (including WAN topology, mixed LAN/WAN environments, wireless networking, DNS/WINS/DHCP, firewall solutions, and network load balancing)
Desktop computer and notebook technology knowledge
Strong presentation skills are required, as this position will closely interact with the sales team, customers, and management
Excellent project management skills are required
Good business acumen
Candidate must possess excellent task prioritising and documentation skills
Results achieved through customer relationships
Possess a strong ability to multitask simultaneous escalations
Strong verbal and written communication skills are required
ITIL certification desired
8+ years experience
5+ years experience with Bachelors Degree

Company Profile:
Dell International Services India Private Limited
Dell is a Technology driven company with a unique Dell Direct model. Dell Information Technology department (Dell I/T) plays a key role in enabling the Dell Direct model by creating, deploying and supporting global industry-leading I/T assets and services that reliably deliver the best customer experience and competitive edge.

View Contact Details:
Recruiter Name:Chandrakala Shashidhar
Reference Id:Tech Account Manager