Customer Escalation Manager

Dell Inc Draper , UT 84020

Posted 7 months ago

Job ID R027609 Date posted Aug. 12, 2019

Global Escalation Management Provides Escalation/Incident Management expertise in a complex cloud platform environment with the need to support DELL/EMC and Virtustream Enterprise and Storage Cloud solutions and other enterprise class, mission critical, cloud hosted solutions. The Escalation Manager is a critical customer service role within the support organization, working with both internal and external resources to coordinate and drive the resolution of critical technical issues within contractual time-frames. Acts as Virtustream ambassador/liaison and as the customers' representative within Virtustream during incidents. Coordination of internal and external communications through the various support teams and service desk channels is critical to success in this position. Communicates with senior executives and sales staff, providing regular updates through all communication methods. Works closely with peers and internal SMEs to manage the resolution of customer issues as quickly as possible.

Key Responsibility:

  • Perform as primary incident manager for all customer escalations and incidents that are in scope for the Escalation Management team. Lead all aspects of ongoing service issues, technical assistance and direction internally and externally regarding DELL EMC and Virtustream products and services.

  • Lead communication efforts both with the customers and internally to key stakeholders and senior executives. Advises Virtustream senior management of any developments and action plans. Sets customer expectations and provides updates regarding troubleshooting and resolution action plan in external communications.

  • Coordinate activities with Account Personnel from Sales, System Engineering, TSG and Customer Service to ensure all customer needs are met. Acts as point of escalation for front line issues and concerns on specific problems relating to assigned region or country and is responsible for ensuring follow up and fault resolution. Identifies and facilitates the routing of all technical queries and problem resolution from the customer / field to Technical Support and Engineering.

  • Generate support plans to resolve moderately complex service related problems. Coordinates customer and Virtustream business requirements with technical requirements to determine best course of action when resolving customer issue.

  • Participate in post resolution activities surrounding root cause analysis and problem management

  • Control and direct internal resources in terms of setting time requirements and expectations. Ensures suitable level of service personnel and activity during incident resolution at all locations.

  • Prepare and present key performance analysis and reports to senior management as necessary

  • Assist in development and delivery of any Escalation Mgmt. project assignments

  • Travel to customer sites and DELL EMC and Virtustream offices as required.

  • Maintain a high quality support experience through the quick and accurate resolution of tickets

  • Ensure individual and team goals and SLAs are achieved

Requirement Details:

  • Ensures contractual service support requirements are understood and managed.

  • Ensures effective communication and coordination of problem-solving efforts between support teams, account teams, field service personnel and customers.

  • Collaborates with other team members to ensure consistency of delivery, adherence to standard practices, and continuous improvement.

  • Presents operational and service level reports and explains service level support available to internal or external customers.

  • Administers and manages the configuration of process related tools, reporting tools, and associated technologies.

  • Compiles, analyzes and reports statistical data and trends relating to service level compliance and operational effectiveness.

  • Provides training and mentoring for functional teams to ensure that process guidelines are understood and followed.

  • Provides point of contact for process related questions or issues and facilitates process related meetings.


We offer highly competitive salaries, bonus programs, world-class benefits, and unparalleled growth and development opportunities all to create a compelling and rewarding work environment.

If you're ready to play a key role at the heart of outstanding account services, this is your opportunity to develop with Dell.

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. Learn more about Diversity and Inclusion at Dell here.

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