Senior Consultant, Account Services Management – Customer Success

Location: Ireland, United Kingdom, France, Netherlands
Organization: Account Services Management (ASM), Customer Success
Role Level: Senior Consultant

Overview

The Senior Consultant in the Account Services Management organization is a strategic, customer‑facing role responsible customer success outcomes for Dell Technologies’ largest and most complex customers. This is a high-impact, executive-facing role that requires equal parts technical depth, strategic vision, and leadership presence.

This position focuses heavily on AI‑driven solution outcomes, ensuring customers maximize the value of their Dell Technologies investments while achieving measurable business results.

You will serve as a trusted advisor, providing executive-level support, technical insights, and proactive guidance across the Dell Technologies portfolio, with an emphasis on AI infrastructure and emerging technologies.

Key Responsibilities

Strategic Customer Engagement

• Own the end-to-end service delivery experience for major strategic accounts.
• Serve as the primary escalation and support leader for high‑impact customer issues.
• Build strong executive relationships, consistently demonstrating exceptional executive presence.
• Drive strategic account planning and executive alignment across customer and Dell leadership.

• Influence customer AI roadmaps and investment strategies through trusted advisory relationships.

AI & Technical Leadership

• Provide expert guidance on Dell’s AI infrastructure, platforms, and operational best practices.
• Translate complex technical topics into meaningful business outcomes for senior customer leaders.
• Identify trends, risks, and opportunities to advance the customer’s AI and technology roadmap.
• Anticipate and shape customer needs around emerging AI technologies and Dell's evolving portfolio

Service Reporting & Insights

• Deliver executive-level insights and business reviews that connect technical performance to strategic outcomes.
• Translate service data into forward-looking recommendations that drive customer value and Dell growth.

Cross-Functional Collaboration & Escalation Management

• Lead complex escalations, orchestrating internal teams across engineering, product, support, and field services.
• Resolve customer issues with urgency, ownership, and strategic communication.
• Partner with Customer Success, Sales, and Product teams to influence customer success plans and roadmap alignment.
• Serve as the internal voice of the customer, influencing product roadmaps, service offerings, and go-to-market strategies.
• Lead cross-functional initiatives that improve customer experience and scale best practices across AMS.
• Own & conduct comprehensive account health reviews with senior executive Dell leaders – exceptional presentation skills and a keen sense for analytics required.

Required Skills & Qualifications

• Typically requires 15+ years of related experience in a professional role with the relevant third level education qualification..
• Proven ability to lead without authority and influence outcomes across matrixed organizations.
• Track record of driving measurable customer outcomes in high-stakes, high-visibility environments.
• Comfort operating at both strategic (exec-level) and tactical (technical deep-dive) altitudes.
• Demonstrated experience supporting strategic enterprise customers in a technical or service delivery capacity.
• Strong technical aptitude across Dell Technologies solutions, including advanced understanding of AI infrastructure (GPUs, storage architectures, networking, orchestration, data pipelines, etc.).
• Proven success handling complex multilevel escalations and navigating cross-functional organizations.
• Exceptional communication and executive presence; able to engage confidently with senior customer leadership.
• Strong analytical and problem‑solving skills with the ability to synthesize technical data into actionable insights.
• Ability to manage multiple priorities in a high‑expectation, fast‑paced environment.

Preferred Qualifications

• Experience in Customer Success or service delivery leadership roles.
• Familiarity with enterprise AI adoption, MLOps, and data‑centric architecture.
• Background in consulting, technical account management, or enterprise technical operations.

Certifications or training in AI, cloud infrastructure, or Dell Technologies products.

Application closing date: 11/06/2026 (Role May Close Sooner)

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