Senior Consultant, Account Services Management

Senior Consultant, Account Services Management At Dell Technologies, world-class service doesn’t end when a customer purchases our innovative products. Our Technical Support team is there for them whenever they need help – by phone or email, online and on social media. No matter how complex the challenge, we rise to it. We answer questions about the installation, operation, configuration, customization and use of Dell Technologies products. For critical matters, we use our systems to provide remote diagnostic technical support. If there’s an issue with a customer’s product, we’ll analyze it, identify the cause, recommend a solution and document the problem. Join us to do the best work of your career and make a profound social impact as a Customer Delivery Executive in our Solutions Support as a Service team supporting PowerEdge XE servers. What you’ll achieve The ISG Remote Support team is seeking PowerEdge AI Customer Delivery Executives to lead two critical initiatives: the AI Server Support Launch Team and the development of the AI Server Operational Tiger Team Playbook. These roles are pivotal in orchestrating activities across a complex AI server pipeline, managing high-value deals, and ensuring seamless end-to-end operations for both customers and internal stakeholders. You will: Govern AI Server Deal Execution: Align contractual obligations (SOWs, SLAs) with support delivery capabilities to ensure successful execution across AI server engagements Lead support governance for AI server deals: Ensure compliance with operational standards, risk mitigation strategies, and manage escalation protocols for AI server deals Act as AI Infrastructure SME: Advise internal and customer-facing teams on deployment best practices, workload optimization, and performance tuning. Develop Scalable Delivery Models: Create repeatable playbooks and frameworks to standardize AI server support and operations. Interface with Support Management, Parts & Logistics, Field Support (FSEs/Skytechs), Account Management, CSIMs, Solutions and Sales teams, and IPS/EE on complex customer engagements. Drive operational excellence through closed-loop corrective actions, feeding insights back to engineering, parts, and professional services to improve product quality and reliability. Work closely with engineering, product management, and other key internal organizations to drive innovation and performance around product requirements, enhancements, process improvements and industry best practices Essential Requirements 14 years of experience in technical customer support or account management, ideally supporting high-value technology clients across diverse sectors Proven experience in deal governance, including contract interpretation, SOW management, and risk assessment for large-scale infrastructure projects. Deep understanding of AI workload characteristics, including GPU server architecture, data center orchestration, and workload-specific tuning Strong technical background in enterprise infrastructure, client and cloud solutions - servers, storage, networking, virtualization, and cloud - with specific expertise in PowerEdge HW and PowerEdge XE, Occasional travel is required, primarily within the local or regional area. Travel levels will fluctuate based on business needs. Ability to translate technical AI requirements into actionable operational delivery plans and support strategies Demonstrated success managing complex, large-scale service engagements with a solid grasp of IT service management and Dell’s product/service portfolio Strong customer orientation with project management expertise, strategic thinking, and analytical skills to leverage data for insights and recommendations. Excellent communication, presentation, and interpersonal skills to build trust with both technical and non-technical stakeholders Desirable Requirements Preferred certifications: Project Management (e.g., PMP), ITIL, or Dell-specific product certification ... (truncated, view full listing at source)