Customer Engagement Executive

Consultant, Account Services Management

Dell Technologies customers expect great things from both our products and our services. Account Services Management is all about managing and overseeing seamless service delivery processes. It's a hugely varied field of work. Processes range from incident management to change management, from configuration management to customer management. The team makes sure disputes and technical issues are resolved. We also provide excellent communication to the customer around every activity - from the tactical to the strategic.

What you'll achieve:

As a Consultant, you will be responsible for owning day‑to‑day service delivery for key customer accounts, aligning processes to SLAs, and driving continuous improvement. You will coordinate across teams to prevent issues, manage changes, and enhance customer satisfaction.

Join us to do the best work of your career and make a profound social impact as a Consultant on our Account Services Management team.

Take the first step towards your dream career

Every Dell Technologies team member brings something unique to the table. Here's what we are looking for with this role:

Essential Requirements

• 12+ years in service delivery/support operations with strong ITIL knowledge.
• Experience managing customer accounts and meeting SLA/CSAT goals.
• Proficiency with service platforms (e.g., ServiceNow) and reporting/analytics.
• Strong communication, prioritization, and problem‑solving skills.
• Ability to coordinate cross‑functional work streams.

Desirable Requirements

• Bachelor's degree.
• ITIL Intermediate; PMP or equivalent.

You will:

• Manage incident/change/configuration/customer management activities end‑to‑end for assigned accounts.
• Run service reviews, performance reporting, and RCA follow‑ups; implement corrective actions.
• Identify process, knowledge, and automation improvements; contribute to playbooks.
• Handle escalations and stakeholder communications; ensure timely updates and outcomes.
• Partner with Sales, Support, and Engineering to align delivery with commitments.

You will:

• Manage incident/change/configuration/customer management activities end‑to‑end for assigned accounts.
• Run service reviews, performance reporting, and RCA follow‑ups; implement corrective actions.
• Identify process, knowledge, and automation improvements; contribute to playbooks.
• Handle escalations and stakeholder communications; ensure timely updates and outcomes.
• Partner with Sales, Support, and Engineering to align delivery with commitments.