Technical Customer Success Manager

Job Summary

The Technical Customer Success Manager at Dell Technologies is responsible for managing service delivery processes and ensuring smooth resolution of technical issues and disputes. The role involves maintaining effective communication with customers on all activities from tactical to strategic levels.

Responsibilities

• Manage and oversee seamless service delivery processes including incident, change, and configuration management.
• Resolve disputes and technical issues efficiently.
• Provide clear and consistent communication to customers regarding all service activities.
• Guide customers through service processes and lead review and improvement initiatives.
• Serve as a point of contact for complex operational issues.
• Ensure proactive communication and reliable service delivery.

Requirements

• Ability to manage various service delivery processes such as incident, change, and configuration management.
• Capability to resolve technical disputes and issues.
• Strong communication skills for customer interaction at tactical and strategic levels.
• Experience in leading reviews and improvement initiatives.
• Competence in acting as a contact point for complex operational matters.

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