Technical Customer Success Manager

Technical Customer Success Manager

Dell Technologies customers expect great things from both our products and our services. Technical Customer Success Management is all about managing and overseeing seamless service delivery processes. It’s a hugely varied field of work. Processes range from incident management to change management, from configuration management to customer management. The team makes sure disputes and technical issues are resolved. We also provide excellent communication to the customer around every activity – from the tactical to the strategic. 

What you’ll achieve: 

As a Technical Customer Success Manager, you will be responsible for guiding customers through service processes, leading reviews and improvement initiatives, and acting as a point of contact for complex operational issues. You will ensure proactive communication and reliable delivery. 

Join us to do the best work of your career and make a profound social impact as a Technical Customer Success Manager on our Account Services Management team. 

You will: 

• Establish trusted advisor relationships with Enterprise customers, providing strategic guidance and recommendations to maximize the value, adoption, and operational health of Dell Technologies solutions.
• Deliver proactive insights, health assessments, executive reporting, and data-driven recommendations that help customers improve performance, mitigate risks, and achieve business outcomes.
• Lead and coordinate the resolution of complex customer escalations, driving cross-functional engagement, root cause analysis, and preventive action plans to avoid recurrence.
• Collaborate with technical, support, engineering, and account teams to address risks, optimize customer environments, and ensure successful service delivery and customer satisfaction.
• Support service reviews, customer success planning, onboarding activities, and continuous improvement initiatives while maintaining strong executive and stakeholder communications.

Take the first step towards your dream career 

Every Dell Technologies team member brings something unique to the table. Here’s what we are looking for with this role: 

Essential Requirements 

• 8+ years of experience in Customer Success, Technical Account Management, Service Delivery, IT Operations, or a related customer-facing technical role.
• Demonstrated ability to build executive-level relationships and act as a trusted advisor for Enterprise customers.
• Strong analytical skills with experience interpreting operational and service data to drive recommendations and business outcomes.
• Excellent communication, presentation, stakeholder management, and customer engagement skills.
• Solid understanding of enterprise infrastructure, cloud, data center, or end-user computing technologies, with the ability to translate technical concepts into business value.

Desirable Requirements 

• Bachelor's degree in Information Technology, Computer Science, Engineering, or a related field.
• ITIL certification and/or experience managing enterprise customers within a large technology organization.