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Theater Enterprise Sales Customer Advocacy Director Dell Singapore

Job Description: • 2-minute read •
The ideal candidate has excellent interpersonal management and communication skills responsible for connecting with customers and field sales teams. Strong executive presence is required as this role works closely with Area, Regional, Country and Theater leadership. Business understanding and knowledge of our sales process is critical to utilizing customer data/metrics to drive best practices, analyzing customer experience data, and impacting loyalty and profitability at every stage of customer engagement.

The ideal candidate will be passionate about customer success and thrive in fast paced, pressure situations working to resolve customer issues and remove obstacles for our field sales teams. This role will requires field sales experience and knowledge, while engaging with a wide variety of audiences at both business and solution/technical levels.
Capture insights from our customers and sales teams. Seek to understand their perspectives and perceptions of our value, services and products from a variety of formal and informal listening posts including surveys, interviews and other forms of direct interaction.
Research and analyze the themes and issues to discover the critical areas where the company can deliver the most impact, at times unique to a theater or region.
Engage with stakeholders across all functional areas of Dell EMC to share insights and help develop an understanding of the core opportunities we have to provide a world-class customer experience and value.
Drive prioritized conversations across the company and build clear understanding of root causes, resolutions, effective deployment and consistent consumption of programs, and measurement of impact.
Help resolve x-functional, systemic, Enterprise x-functional customer issues that our normal departmental escalation/resolution processes are unable to address.
Track and analyze customer satisfaction issues and apply root cause analysis to identify remedies that will prevent future issues.
Define clear escalation framework for handling issues that cannot be solved regionally/functionally, to the CCO leadership team for guidance and assistance.
Manage a portfolio of transformation programs, projects & recommendations focused on addressing our prioritized improvement opportunities that often directly impact the company’s strategic planning.
Review with the Field Sales Management teams recurring customer feedback data, and provide ongoing guidance/programs for improving the overall customer experience.
Provide ongoing interaction with field sales teams designed to impact account planning, customer business reviews and annualized engagement plans.


Skills & Requirements:
BA / BS degree, MBA preferred
Ten (10+) or more years of progressively responsible sales-related program/project management experience
Eight or more years (8+) working in small teams and influencing large teams in a matrix managed environment
Experience managing and driving simultaneous work efforts
Strong business acumen coupled with outstanding execution skills to drive projects to timely completion.
Effective oral, written and interpersonal communication skills, with strong presentation skills.
Strong customer advocacy focus and project management experience
Ability to fluidly operate within structured and unstructured environments
Flexible and resilient, comfortable with ambiguity, adaptable to a high-change environment
Effective communication skills with all levels of management, including the ability to influence at the executive level
Proven track record of delivering results above expectations
Good understanding of end-to-end customer interactions and Dell EMC and Dell Technologies customer lifecycle.
Required travel: 30%
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