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Customer Success Executive - Dell Technologies Select (Port Arthur)

Company: Dell
Location: Port Arthur
Posted on: August 8, 2019

Job Description:

Dell Technologies Select Customer Success ExecutiveDell Technologies Select is chartered to maximize Dell Technologies value to capture a unified approach and strategy incorporating a Dell Technologies transformational selling motion. Dell Technologies Select serves the largest customers with global complexity to include transformation opportunities through a premium and unified plan. The Dell Technologies experience strives to:Become a trusted advisor, making it easier to interface with Dell TechnologiesDefine multi-year architectures for the customer, in order to drive transformationMaximize value capture to realize the full potential of our customers via transformationEach Dell Technologies Select customer maintains an exclusive relationship with an additional level of dedicated executive collaboration and expert resources in business and IT strategy to help them lead and execute Digital, IT, Workforce and Security transformation programs that achieve their specific priority outcomes.Key ResponsibilitiesThe Customer Success Executive (CSE) role is a highly visible, strategic leadership role within the Chief Customer Office s Customer Success organization working with our Dell Technologies Select customers. The successful leader will directly impact their customers and partners who have purchased Dell Technologies solutions and will provide strategic insights to cross functional stakeholders.The CSE will be accountable for ensuring their customers successfully adopt and realize value from solutions and services provided by Dell Technologies Strategically Aligned Businesses. This includes developing and executing the strategy that will accelerate the time it takes for customers to achieve their stated business outcomes. This leader will ensure the execution of consistent global standards while optimizing them for their customer.The CSE will be responsible for providing a seamless customer experience while reporting results, creating and delivering customer success plans to key stakeholders and ensuring support and alignment across the leadership team. The CSE will ensure that the Customer Success team is working collaboratively and providing executive communications to their customers and Dell Technologies overall. The CSE will develop relationships with their customers Senior Leadership and the extended Dell Technologies Select Strategically Aligned Businesses account team members in achieving their goals. Additionally, the CSE will:Set the overall vision and strategic Success Plan for their customerDeeply understand the customers business goals, environment, pain points and operational maturityBuild and nurture strong customer executive relationships to develop a holistic and deep view of immediate needs and current programsHelp the customer accelerate through the value lifecycle to realize their expected outcomesEnsure their customers realize value from purchased Dell Technologies products and servicesProvide customer insights based on strong knowledge of best practices for architecture, implementation, adoption and migrationsProvide post-sales orchestration of all company wide and partner resources to provide a unified path to Customer SuccessDevelop and deliver Quarterly Success ReviewsServe as a team leader of Dell Technologies resources for all customer experience activities from onboarding to value realization serving as the customer championEnsure the strategy and direction is integrated within the overall account team sales plan goalsImplement Success Strategy across the account leveraging partners as appropriateAdvocate innovation and effectively lead through changeServe as the lead spokesperson and ambassador for Customer SuccessUse quantitative and qualitative analysis to drive operational excellence in customer and/or partner engagementProvide detailed and documented requirements to cross functional teams that improve the impact of the customer experienceProvide bi-weekly metric reports including integrated results across Strategically Aligned BusinessesCustomer Success PlanningPartner with CEs to engage with customer executives to understand their desired business outcomes, technical and organizational environment and current challenges with Dell TechnologiesCreate a baseline Customer Success plan addressing their needs in a proactive manner while measuring our progressDeliver onboarding activities that focus on areas requiring critical support in an overall effort to prevent Revenue at Risk and Remediation Funding Provide a Closed Loop process that identifies systemic trends, engages business owners, develops plans and drives actions to prevent future problemsFocus on activities to increase the overall customer NPSCritical Account ProgramProvide the highest level of escalation across our SABs doing /"whatever it takes/" to drive resolution on critical problems when normal escalations are no longer meeting the customers' expectations Provide an unencumbered and empowered CSE resource to influence outcomes for our customers and change the way they view Dell TechnologiesProvide superior escalation expertise and ownership in solving the most critical problems that no one else could while working directly with our customer ExecutivesProvide program management for critical issues impacting customer satisfaction across our SABs allowing the account teams to focus on sellingEffectively communicate critical issue status up through CxO levels within Dell Technologies and customersDell Technologies Select ENGAGE ProgramCoordinate interactions and program activities between the Dell Technologies Select Client Executive teams and the Chief Customer Office organizations including but not limited to the following programs: Voice of the Customer, Executive Sponsor, Strategic Executive Engagement, Diversity and Inclusion, Corporate Social Responsibility, Ease of Doing Business. Required SkillsStrategic, self-driven thinker who can develop/implement a Go-To-Market strategy across all stages of the customer lifecycle and is skilled at driving continued process improvementsAbility to work independently as well as leveraging full team and cross functional resources to ensure successful customer experience at each interactionPrior success with understanding quantitative customer metrics health scores, NPS/CSAT to tailor interactions and drive actionable next steps to ensure customer adoption and renewalA customer-obsessed mindset with a strong grasp of relevant success stories, customer KPIs, and best practices to drive superior outcomesStrong relationship builder with a focus on aligning and collaborating with key stakeholders including but not limited to: Business Unit Executives, Sales Executives, Delivery Executives, CCO Executives, Consulting Executives and Partner Executives to drive an integrated, consistent customer-centric approachRequired ExperiencePrior experience in technology partner or sales management with 10+ years experience in leading customer-facing organizationsPrior experience within a Customer Advocacy or Customer Success organization providing direct customer/partner and field sales support activitiesProven experience in analysis and setting of monthly and annual goals for key customer experience performance driversProven track record of delivering results above expectationsGood understanding of end-to-end customer interactions from prospect to orders to fulfillment to product usage to renewal/upgrade to support and servicesExperience with Tools and Reporting to measure and evaluate the overall Customer ExperienceA self-starter, motivated individual who works well under pressureAbility to multi-task, prioritize and coordinate tasks to meet multiple deadlinesFlexible and resilient, comfortable with ambiguity, adaptable to a high-change environmentAbility to operate in both a strategic and detailed manner, while accommodating for global level concernsAbility to drive collaboration with functional and technical teams to achieve effective solutionsEffective communication skills with all levels of management, including the ability to influence at the executive levelAbility to manage influence through persuasion, negotiation and consensus buildingStrong empathy for customers and a passion for revenue and growthEnthusiastic and creative leader with the ability to inspire othersStrategic and visionary thinker with extensive program management experience to drive cross functional improvement programsBachelor s degree required, Master s degree preferredAbility to travel a minimum of 30% of the time worldwide and within countryIf you are looking for hands-on involvement in crafting the future direction of Dell Technologies Select and Customer Experience, we have a place for youBenefitsWe offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities all to create a compelling and rewarding work environment.If you re keen to champion great customer experiences at a global organization, this is your opportunity to develop with Dell.Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Learn more about Diversity and Inclusion at Dell here.

Keywords: Dell, Port Arthur , Customer Success Executive - Dell Technologies Select (Port Arthur), IT / Software / Systems , Port Arthur, Texas

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