Senior Consultant, Account Services Management

Dell Technologies • Memphis, TN

3d • Remote

About The Position

The ISG Remote Support team is seeking PowerEdge AI Customer Delivery Executives to lead two critical initiatives: the AI Server Support Launch Team and the development of the AI Server Operational Tiger Team Playbook. These roles are pivotal in orchestrating activities across a complex AI server pipeline, managing high-value deals, and ensuring seamless end-to-end operations for both customers and internal stakeholders.

Requirements

• Willingness to travel regionally as business needs fluctuate
• Strong experience with contract interpretation, SOW management, and risk assessment for large-scale infrastructure deals
• Deep understanding of AI workloads, GPU/server architecture, and enterprise infrastructure (servers, storage, networking, cloud), including PowerEdge platforms
• Ability to translate technical requirements into scalable support strategies and manage complex service engagements using ITSM principles
• Strong project management, analytical thinking, and communication skills to influence stakeholders and drive successful outcomes
• Deep technical expertise in AI product, work cases, and infrastructure.
• 8–12 years of experience in technical customer support or account management, ideally supporting high-value technology clients across diverse sectors
• Valid driver’s license required
• Willingness to travel periodically to customer sites for escalations or hands-on data center training

Nice To Haves

• Project Management (e.g., PMP), ITIL, or Dell-specific product certifications
• Bachelor’s degree in information technology, Computer Science, or a related field.

Responsibilities

• Lead AI server deal execution & governance: Align SOWs/SLAs with delivery capabilities, ensure compliance, manage risk, and oversee escalations
• Act as AI infrastructure SME: Advise teams and customers on deployment, optimization, and performance best practices
• Standardize and scale operations: Develop repeatable frameworks, playbooks, and delivery models for AI server support
• Drive cross-functional collaboration & innovation: Partner with support, engineering, sales, logistics, and field teams to improve processes, products, and customer outcomes
• Ensure operational excellence & customer success: Lead reviews, resolve complex escalations, implement corrective actions, and stay current on emerging technologies

Benefits

• Your life. Your health. Supported by your benefits. You can explore the overall benefits experience that awaits you as a Dell Technologies team member — right now at MyWellatDell.com.

What This Job Offers

• Job Type: Full-time
• Career Level: Senior