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.
Responsible for resolution of billing issues reported by clients regarding their SecureWorks services; assist in resolving open A/R issues if it is impacting the client experience.
Anticipates operational, program, and implementation issues to assess risks and develop and implement mitigation and contingency plans; manages projects, typically from initiation through delivery.
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.
Define, monitor and publish event marketing metrics; analyze marketing campaigns, make recommendations for enhancing campaign effectiveness, and report on all activities and results.
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.
Managing cross-functional teams to drive a comprehensive set of tactical actions; developing a global or regional growth plan or business case; creating a route-to-market strategy.
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.
Ensures effective ownership, communication, coordination, and facilitation of support service activities between the customer and support teams, account teams, field service personnel, and customers.
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.
Drive campaign roadmap by managing projects through the end to end process; serve as subject matter expert on online, social and mobile advertising and dynamic content optimization.
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.
Identifies opportunities for business expansion, and develops and manages relationships in AI|ML|DL strategic markets and accounts that further business development activity.
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 ownership of an opportunity throughout the sales cycle, leading the engagement of other subject matter experts, general account executives and resources as needed.
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.
Leads complex service delivery processes, develops creative resolutions to complex problems, and ensures contractual support service deliverables are understood and managed effectively.
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.
Ensures SecureWorks is billing clients correctly by validating there is a match with Sales Force client services and what devices are actually live and being monitored.
Develop automation, processes, and tools to make deploying and supporting the infrastructure simpler, more reliable, and faster; ensure network documentation is developed and maintained.
