Technical Customer Success Manager

Role Overview

Technical Customer Success Manager at Dell Technologies. The role sits on the Account Services Management team and focuses on managing seamless service delivery processes and ensuring customer success with Dell Technologies solutions.

Company Overview

Dell Technologies is a family of businesses that helps individuals and organizations transform how they work, live and play. The company is committed to equal employment opportunity and providing a work environment free of discrimination and harassment.

Role Purpose

Guide customers through service processes, lead reviews and improvement initiatives, and act as a point of contact for complex operational issues. Ensure proactive communication and reliable delivery of Dell Technologies solutions while managing incident management, change management, configuration management, and customer management processes.

Key Responsibilities

Strategic Advisory & Customer Relationships

• Establish trusted advisor relationships with Enterprise customers, providing strategic guidance and recommendations to maximize the value, adoption, and operational health of Dell Technologies solutions.
• Support service reviews, customer success planning, and continuous improvement initiatives while maintaining strong executive and stakeholder communications.

Performance & Risk Management

• Deliver proactive insights, health assessments, executive reporting, and data-driven recommendations that help customers improve performance, mitigate risks, and achieve business outcomes.
• Collaborate with technical, support, engineering, and account teams to address risks, optimize customer environments, and ensure successful service delivery and customer satisfaction.

Issue Resolution & Escalation

• Lead and coordinate the resolution of complex customer escalations, driving cross-functional engagement, root cause analysis, and preventive action plans to avoid recurrence.
• Ensure disputes and technical issues are resolved with excellent communication to the customer around every activity, from the tactical to the strategic.

Onboarding & Operations

• Support onboarding activities and ensure proactive communication and reliable delivery.

Qualifications & Experience

• 8+ years of experience in Customer Success, Technical Account Management, Service Delivery, IT Operations, or a related customer-facing technical role.
• Demonstrated ability to build executive-level relationships and act as a trusted advisor for Enterprise customers.
• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field (desirable).
• ITIL certification and/or experience managing enterprise customers within a large technology organization (desirable).

Skills & Competencies

• Strong analytical skills with experience interpreting operational and service data to drive recommendations and business outcomes.
• Excellent communication, presentation, stakeholder management, and customer engagement skills.
• Solid understanding of enterprise infrastructure, cloud, data center, or end-user computing technologies, with the ability to translate technical concepts into business value.