[Remote] Senior Consultant, Account Services Management - Plano, Texas

Note: The job is a remote job and is open to candidates in USA. Dell Technologies provides technology products and services supported by a global technical support organization. The Senior Consultant will lead AI server deal execution, governance, and customer delivery for PowerEdge XE servers, while advising on AI infrastructure and deployment. The role will also standardize support operations, coordinate cross-functional teams, resolve escalations, and drive customer success.

Responsibilities

• Lead AI server deal execution & governance: Align SOWs/SLAs with delivery capabilities, ensure compliance, manage risk, and oversee escalations
• Act as AI infrastructure SME: Advise teams and customers on deployment, optimization, and performance best practices
• Standardize and scale operations: Develop repeatable frameworks, playbooks, and delivery models for AI server support
• Drive cross-functional collaboration & innovation: Partner with support, engineering, sales, logistics, and field teams to improve processes, products, and customer outcomes
• Ensure operational excellence & customer success: Lead reviews, resolve complex escalations, implement corrective actions, and stay current on emerging technologies

Skills

• Willingness to travel regionally as business needs fluctuate
• Strong experience with contract interpretation, SOW management, and risk assessment for large-scale infrastructure deals
• Deep understanding of AI worklo, GPU/server architecture, and enterprise infrastructure (servers, storage, networking, cloud), including PowerEdge platforms
• Ability to translate technical requirements into scalable support strategies and manage complex service engagements using ITSM principles
• Strong project management, analytical thinking, and communication skills to influence stakeholders and drive successful outcomes
• Deep technical expertise in AI product, work cases, and infrastructure. With 8–12 years of experience in technical customer support or account management, ideally supporting high-value technology clients across diverse sectors
• Bachelor's degree in information technology, Computer Science, or a related field
• Valid driver's license required
• Willingness to travel periodically to customer sites for escalations or hands-on data center training
• Preferred certifications: Project Management (e.g., PMP), ITIL, or Dell-specific product certifications

Company Overview

Company H1B Sponsorship