Account Svc Mgmt Sr. Analyst - Dell SecureWorks - Atlanta, GA or Lisle, IL
Company Name:
Dell
Account Svc Mgmt Sr. Analyst
Customer Advocacy Team
Dell SecureWorks is a market leader in information security services with more than 3,600 customers worldwide spanning North America, Latin America, Europe, the Middle East and the Pacific Rim. Organizations of all sizes, across all industries rely on Dell SecureWorks to protect their assets, improve compliance and reduce costs. The combination of strong customer service, award-winning security technology and experienced security professionals makes Dell SecureWorks the premier provider of information security services for any organization. Positioned as a leader of the MSSP industry by several global industry analyst firms, Dell SecureWorks also has received SC Magazine's Best Managed Security Service award and Frost & Sullivan's North America Security Incident Mitigation and Response Customer Value Leadership Award, among others.
Role Overview
The Customer Advocate role directs, plans, and coordinates the relationship, account management and support activities for SecureWorks customers throughout the lifecycle of the customer engagement. Duties will include assisting both non named and named accounts with issue resolution, escalation management, training & education, project management, and advocacy including demonstrating service value. In addition, the Advocate will participate in Customer Advocacy and Programs and Self Service initiatives and lead Special Projects designed to improve Customer Service deliverables, i.e. Customer Reporting & Metrics, On-boarding and Process documentation, and Satisfaction Surveys.
Responsibilities:
Proactively monitor client support ticket queues and delegations for escalated
issues with accounts in order to curb potential dissatisfaction issues
Enthusiastically assumes responsibility for extreme customer satisfaction
circumstances by engaging customer and internal personnel to ensure service
level goals are met and sustained. Keep customers abreast of problem status,
status of defect/bug resolution, set clear expectations, provide timely follow-
up, and independently handle challenging customer situations on a daily basis - Escalate internally and report on satisfaction issues that could lead to
cancellation or non-renewal
Creates service level highlight reports to show value proposition at time of
renewal or to ensure customer satisfaction levels are maintained
Maintain updated customer information in internal operational support
systems
Conduct regular status calls and document issues, projects, enhancements for
customers
Requirements:
Minimum of 2 years experience in network security or related discipline and a
minimum of 2 years of IT experience to include Windows and Linux OS
network routing and monitoring
TCP/IP, IDS, Firewalls, WAF, SIEM, and Log Retention knowledge required
Required ability to adjust in a fast-paced multidisciplinary environment,
prioritize efforts, manage customer expectations, and possess professional
negotiation skills
Experience with industry regulations and security frameworks such as SOX,
PCI-DSS, HIPPA, ITIL, or ISO 270001
Sans GIAC GSEC or other related certification required within 12 months of
hire
Minimum 2 years experience in leading presentations (remote and in person)
to external customers and.managing accounts, dealing with executive
management and technical personnel
Strong problem solving, analytical skills, ability to maintain a sense of
wnership, verbal and written communication skills, excellent telephone and
customer service skills
Preferences
Experience with Root Cause Analysis writing and delivery preferred
Works independently with minimal supervision; self-starter and highly
motivated
Ability to work effectively across functional teams; assist and/or provide
guidance to internal teams in establishing appropriate priority of issues
To demonstrate customer empathy and manage customer satisfaction issues
and advocate customers'' needs while maintaining company position
Company Description
With more than 100,000 team members globally, we promote an environment that is rooted in the entrepreneurial spirit in which the company was founded. Dell's team members are committed to serving our communities, regularly volunteering for over 1,500 non-profit organizations. The company has also received many accolades from employer of choice to energy conservation. Our team members follow an open approach to technology innovation and believe that technology is essential for human success.
Why work with us?
Life at Dell means collaborating with dedicated professionals with a passion for
technology.
When we see something that could be improved, we get to work inventing the
solution.
Our people demonstrate our winning culture through positive and meaningful
relationships.
We invest in our people and offer a series of programs that enables them to
pursue a
career that fulfills their potential.
Our team members' health and wellness is our priority as well as rewarding them for
their hard work.
To learn more about our commitment to Diversity & Inclusion, visit:Equal Employment Opportunity Policy Statement
Job: Account Client Management - Account Service Management
Primary Location: North America-US-GA-Atlanta
Other Locations: North America-US-IL-Chicago
Shift: Day Job
Job Level: Individual Contributor
Req ID: 14000H04Estimated Salary: $20 to $28 per hour based on qualifications.
Dell
Account Svc Mgmt Sr. Analyst
Customer Advocacy Team
Dell SecureWorks is a market leader in information security services with more than 3,600 customers worldwide spanning North America, Latin America, Europe, the Middle East and the Pacific Rim. Organizations of all sizes, across all industries rely on Dell SecureWorks to protect their assets, improve compliance and reduce costs. The combination of strong customer service, award-winning security technology and experienced security professionals makes Dell SecureWorks the premier provider of information security services for any organization. Positioned as a leader of the MSSP industry by several global industry analyst firms, Dell SecureWorks also has received SC Magazine's Best Managed Security Service award and Frost & Sullivan's North America Security Incident Mitigation and Response Customer Value Leadership Award, among others.
Role Overview
The Customer Advocate role directs, plans, and coordinates the relationship, account management and support activities for SecureWorks customers throughout the lifecycle of the customer engagement. Duties will include assisting both non named and named accounts with issue resolution, escalation management, training & education, project management, and advocacy including demonstrating service value. In addition, the Advocate will participate in Customer Advocacy and Programs and Self Service initiatives and lead Special Projects designed to improve Customer Service deliverables, i.e. Customer Reporting & Metrics, On-boarding and Process documentation, and Satisfaction Surveys.
Responsibilities:
Proactively monitor client support ticket queues and delegations for escalated
issues with accounts in order to curb potential dissatisfaction issues
Enthusiastically assumes responsibility for extreme customer satisfaction
circumstances by engaging customer and internal personnel to ensure service
level goals are met and sustained. Keep customers abreast of problem status,
status of defect/bug resolution, set clear expectations, provide timely follow-
up, and independently handle challenging customer situations on a daily basis - Escalate internally and report on satisfaction issues that could lead to
cancellation or non-renewal
Creates service level highlight reports to show value proposition at time of
renewal or to ensure customer satisfaction levels are maintained
Maintain updated customer information in internal operational support
systems
Conduct regular status calls and document issues, projects, enhancements for
customers
Requirements:
Minimum of 2 years experience in network security or related discipline and a
minimum of 2 years of IT experience to include Windows and Linux OS
network routing and monitoring
TCP/IP, IDS, Firewalls, WAF, SIEM, and Log Retention knowledge required
Required ability to adjust in a fast-paced multidisciplinary environment,
prioritize efforts, manage customer expectations, and possess professional
negotiation skills
Experience with industry regulations and security frameworks such as SOX,
PCI-DSS, HIPPA, ITIL, or ISO 270001
Sans GIAC GSEC or other related certification required within 12 months of
hire
Minimum 2 years experience in leading presentations (remote and in person)
to external customers and.managing accounts, dealing with executive
management and technical personnel
Strong problem solving, analytical skills, ability to maintain a sense of
wnership, verbal and written communication skills, excellent telephone and
customer service skills
Preferences
Experience with Root Cause Analysis writing and delivery preferred
Works independently with minimal supervision; self-starter and highly
motivated
Ability to work effectively across functional teams; assist and/or provide
guidance to internal teams in establishing appropriate priority of issues
To demonstrate customer empathy and manage customer satisfaction issues
and advocate customers'' needs while maintaining company position
Company Description
With more than 100,000 team members globally, we promote an environment that is rooted in the entrepreneurial spirit in which the company was founded. Dell's team members are committed to serving our communities, regularly volunteering for over 1,500 non-profit organizations. The company has also received many accolades from employer of choice to energy conservation. Our team members follow an open approach to technology innovation and believe that technology is essential for human success.
Why work with us?
Life at Dell means collaborating with dedicated professionals with a passion for
technology.
When we see something that could be improved, we get to work inventing the
solution.
Our people demonstrate our winning culture through positive and meaningful
relationships.
We invest in our people and offer a series of programs that enables them to
pursue a
career that fulfills their potential.
Our team members' health and wellness is our priority as well as rewarding them for
their hard work.
To learn more about our commitment to Diversity & Inclusion, visit:Equal Employment Opportunity Policy Statement
Job: Account Client Management - Account Service Management
Primary Location: North America-US-GA-Atlanta
Other Locations: North America-US-IL-Chicago
Shift: Day Job
Job Level: Individual Contributor
Req ID: 14000H04Estimated Salary: $20 to $28 per hour based on qualifications.
|
|
 | |
