Dell Fraud Risk Intelligence Service Account Manager in Bedford, Massachusetts

Job Description:

The Service Account Manager is required to

  1. Manage and maintain a professional business relationship with a number of assigned customer accounts through regular communication, on-site meetings and executive briefings.

  2. To manage the customer support escalation process and ensure that all assigned premium customers or potential premium customers receive high quality support from all departments within the organisation.

  3. To work closely with other departments & functions within the organisation to ensure that clear and concise communication is managed for the customer.

  4. Ensure that relevant customer information is continuously communicated to other departments, and ensure that the customer receives documented updates in a timely manner.

The Service Account Manager acts as an escalation point for all customer issues. They create reports for both to internal Management and the customer on all customer issues and escalations. Business critical cases must be managed to reduce the impact on the customer and progressed to a smooth and satisfactory resolution.

Service Account Managers are required to work closely with the Professional Services Organisation, Sales, Product teams and Management to assist with support escalations and to win new business opportunities.

The candidate should also be an experienced, competent account management professional with knowledge preferably in the Fraud area.

Service Account Managers should be willing to work flexible hours and some overseas travel will be required. Occasional weekend work may also be required.

EMC Values:

When you choose our company, you join a diverse world of innovative thought leaders. At our core is a commitment to workplace diversity, the sustainability of our planet, and community corporate involvement. 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.

Dell is an equal opportunity employer. All qualified applicants will receive consideration for employment without regard to race, color, religion, sex (including pregnancy), sexual orientation, gender identity and/or expression, national origin, protected veteran status, disability, genetics, or citizenship status (when otherwise legally authorized to work) and will not be discriminated against on the basis of such characteristics or any other status protected by the laws or regulations in the locations where we operate. Dell encourages applicants of all ages.

Critical Hiring Criteria:

Functional Area(s):

Professional Services



Business Unit:



US - Massachusetts - Bedford