Establishes quarterly goals, monitors progress, reports status at least monthly, and conducts a senior level client briefing as required in the SOW, but at least quarterly; maintains an issues log and tracks and resolves all key issues.
Consults with external customers and implements new IT systems and/or replaces existing systems; develops and offers integrated, end-to-end IT solutions in targeted industry segments that support the customer's strategic, operational and financial goals and positions Dell for rapidly growing business.
Accountable for delivering technical solutions, products, and /or services that address customer needs of varying complexity (via telephone, chat, web, or e-mail); or working with subject matter expert to address a solution of even higher complexity.
Serves as a single point of contact and liaison per assigned accounts; performing process research and integration, analyzing information, providing documentation, and maintaining required tracking and reporting.
Design and rollout a World-Class Legal Client Training Program providing governance, defining a global training roadmap in alignment to key risk areas, engaging key stakeholders, facilitating correlation sessions, reporting out metrics to measure success and maintenance of the client training platform.
Applies advanced technical expertise using standard operating and diagnostic protocols to resolve standard to highly complex system level issues. Identifies, documents and escalates customer issues to senior resources.
Responsible for performing daily operational tasks and maintaining availability at the customer site(s); provisions solutions based on standardized procedures as outlined by the company best practice documentation.
Responsible for career development/planning, performance and pay discussions of team members; develops and executes sales engineering and/or complex specialist selling strategies and identifies opportunities for process improvements.
This individual, will work under general direction, and introduce, demonstrate, and familiarize customers with the company solutions onsite with the customers, as well as assisting them providing knowledge transfer, industry best practices and resolving issues.
Lead and mentor a team and provide mentorship to the transformation group; identify the vision and build innovative Resiliency strategies for customers; drive transformation; dive deep and be active in transforming the organization.
Responsible for executing against the annual financial plan to achieve quarterly and annual service revenue and margin targets across all channel routes to market including retail, distribution, and online.
Lead the initial setup and implementation of various security services provided by Secureworks service delivery teams; advise clients in the creation of security operations process flows and procedural documentation.