Account Services Management Senior Advisor

Dell
Taipei
Workplace: RemoteFull timeFunction: Customer Success & Account ManagementExperience: 8+ yearsSkills: ["Communication","Prioritization","Problem-solving"]

Own day-to-day service delivery for assigned customer accounts, ensuring processes align to SLAs while driving continuous improvement. Lead incident/change/configuration/customer management end-to-end, run service reviews with performance reporting and RCA follow-ups, and implement corrective actions. Handle escalations and stakeholder communications with timely updates, and partner with Sales, Support, and Engineering to align delivery with commitments.

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FursaFursa
Dell
Dell
1 day ago

Account Services Management Senior Advisor

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Source: Company careers pageValidated by: Fursa AI
Last checked: 9 hours agoStatus: Live

Job Summary

Own day-to-day service delivery for assigned customer accounts, ensuring processes align to SLAs while driving continuous improvement. Lead incident/change/configuration/customer management end-to-end, run service reviews with performance reporting and RCA follow-ups, and implement corrective actions. Handle escalations and stakeholder communications with timely updates, and partner with Sales, Support, and Engineering to align delivery with commitments.
Location: Taipei
Workplace: Remote
Employment Type: Full time
Job Function: Customer Success & Account Management
Seniority: Mid level

Key Responsibilities

  • •Manage incident/change/configuration/customer management activities end-to-end for assigned accounts.
  • •Run service reviews, performance reporting, and RCA follow-ups; implement corrective actions.
  • •Identify process, knowledge, and automation improvements; contribute to playbooks.
  • •Handle escalations and stakeholder communications; ensure timely updates and outcomes.
  • •Partner with Sales, Support, and Engineering to align delivery with commitments.

Key Requirements

  • •8+ years in service delivery/support operations with strong ITIL knowledge.
  • •Experience managing customer accounts and meeting SLA/CSAT goals.
  • •Proficiency with service platforms (e.g., ServiceNow) and reporting/analytics.
  • •Strong communication, prioritization, and problem-solving skills.
  • •Ability to coordinate cross-functional work streams; desirable: Bachelor’s degree, ITIL Intermediate, PMP (or equivalent).
Experience:8+ yearsService deliveryITILCustomer support operations
Skills:CommunicationPrioritizationProblem-solving
Certifications:ITIL IntermediatePMP
Tech Stack:ITILServiceNow

Company Brief

Dell
Designs, manufactures and sells computers, servers, storage, networking equipment, and related IT solutions and services for consumers, small businesses, and enterprises worldwide.
Industry: Electronics Manufacturing
Company Size: Enterprise (1,001+ employees)
Revenue: USD 1B+
Growth: Public Company
Valuation: Public Company (Market Cap in USD)
Funding: IPO / Publicly Listed
Headquarters: Round Rock, United States
Founded: 1984
Glassdoor
Glassdoor: 3.8
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