Senior Consultant, Account Services Management - Customer Success

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 require...