Customer Service Advocate I
Company: EMC is now part of Dell Technologies
Posted: June 03, 2016
Reference ID: 167186BR
Remotely provides a holistic approach to account management services, maintenance/recovery support, escalation management and problem resolution for a designated portfolio of customers. Acts as a direct-connect EMC ambassador to the customers, and advocates for the customers within EMC. Works with local and corporate team members as well as direct and indirect managers to drive results and high customer satisfaction with EMC. Responsible for the development and teleconference presentation of detailed monthly business reviews to customers to include SR history, outstanding service requests, contract status, site information updates, connectivity status, microcode levels, technical advisories, planning and coordination of resources, and discussion on planned activities. Maintains internal customer service system records for designated accounts.
**Principal Duties & Responsibilities**
+ Under limited supervision, is responsible for service account management in a set of assigned accounts.
+ Builds and maintains an active professional network in order to facilitate communications and information transfer.
+ Develop and lead monthly business reviews to customers via teleconference. These reviews include, but are not limited to, SR history, outstanding service requests, contract status, site information updates, connectivity status, microcode levels, technical advisories, planning and coordination of resources, and planned activities. This individual will also be responsible for analyzing the data and providing detailed recommendations based on the data presented.
+ Responsible for managing all complex service matters, including open SRs with a high importance on Sev 1s s to ensure that the correct business units are assigned and responding in a timely manner.
+ Responsible for ensuring that the value-add of the program and their service is communicated and accepted by customers, assuring the customer renews annually.
+ Manage multiple work streams and tasks daily, prioritizing and aligning to customer needs
+ Work in a highly matrixed environment and develop relationships across EMC to provide the best possible customer experience.
+ Demonstrate strong leadership during crisis situations.
+ Assist in the mentorship of new Customer Service Advocates to ensure that EMC best practice and methodologies are adhered to on a consistent and global basis.
+ EMC Proven Professional Certification desired.
+ Knowledge of data center operations and storage technology foundations desired.
+ Prior Account management experience required.
+ Reporting skills via various tools/applications
Additional skills include:
+ Strong industry knowledge,
+ Conflict Resolution skills
+ Must be willing to carry a communication device.
+ Travel time and hours outside of traditional work hours may be required.
+ On-call rotation and weekend work may be required.
+ Ability to work across organization lines/boundaries; builds and maintains an active professional network in order to facilitate communications and information transfer
+ 3+ years sales or account management experience (Technical industry preferred)
+ Bachelor’s degree or equivalent work experience
+ Technical Aptitude
+ Cross Functional Skill
+ Customer Focused
+ Communication skills (written, verbal).
+ Ability to work independently.
+ Ability to work in a team environment
+ Organizational skills.
+ Presentation skills.
+ Conflict Resolution skills
+ Ability to collaborate and influence throughout other BUs
When you choose our company, you join a diverse world of innovative thought leaders. At our core is a commitment to workplace diversity, the sustainability of our planet, and community corporate involvement. We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities-all to create a compelling and rewarding work environment.
We are an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. We encourage applicants of all ages.
**Critical Hiring Criteria:**
Customer Service & Support
200 - STORAGE CORPORATE
US - Utah - Draper