Madrid, Community of Madrid, Spain
As a SAM, my main goal is to build and enhance the relationship with my partners. Make sure I deliver day-by-day the service delivery excellence they expect from me and delight them with my skills, technical background and customer-oriented business mindset, to be their trusted advisor. Being creative is the biggest challenge I have every day in my role, but it is also the one I most love.
Senior Service Account Manager for Dell Technologies' Channel partners and end customers - Develop a trusted relationship with key stakeholders and decision-makers, understanding and responding to their needs, and tracking account activity - Maximize the value of the customer’s investment in Dell Technologies throughout the end-to-end product life-cycle - Collaborate with account team members and other colleagues to grow our business - Guide service delivery, develop creative solutions to customer challenges and ensures customer awareness of support entitlements - Help customers to adopt tools and services that enable them to be more productive and reduce downtime and coordinate proactive maintenance initiatives based on industry best practices - Ensure effective ownership and communication of support service activities between the customer, technical support and the account team, which includes problem management - Engage cross-functional resources both internally and with customers to solve problems - Monitor quality of work and identify opportunities for continual improvement and business development
SAP Expert / Focus Advisor at Enterprise Support Advisor Council (ESAC) Program for: - S/4HANA On-Premise Projects - Extensions for SAP Solutions by using SAP Cloud Platform ESAC is a support co-innovation program which was created to pilot services and content which will be later on available for all our ES customers, through Value Maps or in the ES academy. My primary role is to ensure that we stay on schedule and on topic so that upon completion of this workshop. Also, to prepare the workshop material and content as well as support customer during the workshop sessions.
• Act as a technical expert to the customers for SAP SuccessFactors Employee Central module • Review customer configuration and business processes for Employee Central and make suggestions and recommendations according to SAP Best Practices.
• Develop a trusted relationship with key stakeholders and decision makers, understanding and responding to customer needs, and tracking account activity • Understand the customer’s technical environment including key configuration elements and drive technical escalations and coordinate key resources in the escalation process • Facilitate meetings effectively, setting clear goals and expectations, and documenting discussions and next steps • Engage cross-functional resources both internally and with customer to solve problems • Monitor quality of work and identify opportunities for continual improvement • Communicate effectively with customers both verbally and in writing • Understand and explain features and benefits of the product line related to customer needs • Provide occasional off-hours technical support by participating in the on-call schedule • Assist in knowledge transfer of administrative tasks between customer administrators and internal teams • Act as an escalation point and advocate for critical customer issues, collaborating with other departments as needed • Facilitate weekly case reviews, quarterly feature reviews, and annual Health Check presentations
Project leader of digital standards (MHL, Thunderbolt and DisplayPort) • Management and development of Product Life Cycle (analysis, implementation, QA testing, support) of test automation software solutions for digital standards • Technical customer support and problem resolution via telephone, e-mail and web interfaces of software applications • Workshops, trainings and customer events • Research and Development of software applications • Implementation of test automation software solutions for digital standards with the programming language C# and Microsoft Visual Studio .Net and driven by electronic devices such as Oscilloscopes, Signal Generators, Analyzers… • Development of Manual User Guides (Customer and corporate documentation) • Business process definition and integration (Project Management and Support tools)