Federal Technical Account Manager

Dell Technologies provides the technology that transforms the way we all work and live. But we are more than a technology company - we are a people company. We inspire, challenge and respect every one of our over 100,000 employees. We also provide them with unparalleled growth and development opportunities. We can't wait for you to discover this for yourself as a Federal Technical Account Manager (TAM) on our Dell Federal Customer Success team.

As a TAM, you are passionate about helping your customers achieve transformational business outcomes, and this mindset drives each customer interaction you have. You develop relationships with customers to become a trusted advisor focused strategically on the total customer experience and customer satisfaction. You will own the day-to-day support relationship developing & improving the customer experience, communicate with the customer and account team on an on-going basis on all aspects of the services lifecycle from pre-sales to steady state. Leveraging a broad range of technical skills and experience, you will drive issues to resolution, providing hands-on support where required. You will also be responsible for maintaining thorough knowledge of product technologies in the customer install base.

Role Responsibilities

• Functions as the single point-of-accountability for service activities and complete problem resolution on managed assets
• Educates the customer on and enables the adoption of all Dell Technologies Services portfolio offerings and tools
• Warranty Support - Serve as the single point of contact for warranty support escalations; provides customer account management on a 24x7x365 basis, including resource coordination, customer management, technical resolution management, and communications at various levels during warranty services engagements
• During an outage or failure, helps to identify and leverage Dell and partner resources in order to satisfy the technical needs and objectives of the customers implementation
• Account Management/Customer Advocate - Works closely with account teams to ensure end-to-end planning and sustainment of Dell solutions; helps account team to design the customer solutions and supports the installation, customization, and integration of the solution
• Provide feedback to customer on any observed/known technology issues; develop and maintain custom customer support plans and relationships that are tailored to each individual project unique requirements
• Contributes to the development of warranty and maintenance strategies, policies and best practices through participation in management meetings and other direct contributions
• Works with the customer to proactively identify and resolve potential issues to achieve high system availability in the customer's environment and uses data to build a compelling account plan and strategy
• Provides reports to proactively inform customer and account team of overall account status, including ongoing and historical service activities, lifecycle management items, recommendations for further risk mitigation, updates on incident solution, and progress of upgrades and enhancements
• Maintain multi-technology expertise and end-to-end product & service portfolio knowledge engaging Dell Technologies technical support when needed
• Assist in identifying and leveraging Dell and partner resources in order to satisfy the technical needs and objectives of the customer's implementation during an outage or failure

Other Responsibilities May Include:

• Perform diagnostic and hardware repair service as required. Diagnose any system malfunction to isolate problems to Dell, other OEM vendors or software.
• Perform firmware updates on a variety of platforms and modify scripts as needed to work in customer environments during an outage or failure. Deliver software updates (Application, Firmware, BIOS, Driver, and Diagnostics).

Essential Requirements

• Possesses technical knowledge and hands-on experience of Dell Technologies Enterprise, Client, Service, and Software Solutions
• Possesses strong product/technology/industry knowledge
• Passion for IT and aligning desired outcomes to the customer experience; Ability to understand and analyze customer impact of an issue or problem to implement a corrective action plan and execute the plan
• Requires 8+ years of related experience in a professional role with a Bachelor's degree; or 6+ years with a Master's degree; or 3+ years with a PhD; or equivalent experience
• Must be a U.S. citizen

Desirable Requirements

• Active Q clearance or TS/SCI clearance
• ITIL and/or Interrelated IT discipline certification
• Dell Proven Professional or other IT vendor certifications

Dell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We're proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.

What's most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.

We started with computers, but we didn't stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what's next in technology, starting today.

You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here .

Dell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy here .