Consultant, Partner Management (I9)

Job Description

Partner Site Manager Technical SupportBring your passion for sales and business development to a role on our Partner Management team. On this team, you ll develop and cultivate the ongoing relationship with strategic partners and customers, building marketing plans and identifying alliances that could generate sales opportunities.Join us to do the best work of your career and make a profound social impact as a Partner Management Consultant on our Technical support - Global Support & Deployment team in India.What you ll achieveResponsible for managing and directing service operations through partner affiliates within a specific territory (geographic or set of accounts or partners). Responsible for managing service partners delivering services on behalf of Dell and/or supporting services for Dell customers. The Partner Site Manager is responsible for working with various cross functional teams to completely own the relationship between Outsource Partner Site(s) and Dell for its financial, capacity and productivity health.This individual will work with Global teams like Finance, Forecasting, Capacity, Scheduling, Real Time Queue Management, Telecom, E-Support, Mean Contact Reduction etc to operationalize plan into the Outsource Partner site(s).This individual will serve as the gatekeeper for all Queue transitions, HC moves, Support HC placement, and financial decisions with the Outsource Partner(s).You will:Operations
• Governance Know Your Numbers - Ensure daily Executive Summary on main KPIs
• Governance : Daily results monitoring, scrubs, analysis, communication and/or actions based on findings
• Create detailed recovery plan using BPI / CLCA Methodology for KPI not on Target.
• Being responsible on setting Priorities & Targets
• Partner on defects, LOB failures and help identify fixes (end to end)
• Lead Site Weekly Business Review with Partner & Other Dell Functional Team (Sustain, CCO etc.)
• Maintain Executive Deck updated (Performances, Actions, Owners, ETA)
• Leverage Support from Sustain & Business Excellence Team
• Targeted KPI working sessions
• Share practices with other Site Leaders
Business Accountability
• Act as local (country/site leader) on behalf of CSG support services
• Ensure Call Forecast are being validated & get constant Interlock with CCO Team.
• Active participation on building annual budget in cooperation with the Finance TeamKeep cost under the agreed budget & participate or propose any action that would optimize our Partner Costs.
• Accountable of the Invoicing Process: Review & Approve.
• Regular Interlock with L&D Team controlling Training Effectiveness as well as reviewing the NPI Roadmap
• Control Hiring: Ensure that a validation process is in place at Partner Location
• Secure Global Messaging Effectiveness, Dell communications red and learned from Partner s staff
• Escalate through Procurement and Global Team if Site is not delivering repeatedly
Partnership
• Be a Strong Link between Dell & Partners: Your results are our results
• Reward & Recognition: Ensure Partner Teams are included & recognized on any R&R Programs (Metal Awards, Customer Heroes etc)
• Manage & Organize Site visit: Ideally Once per month Alternatively Partner Manger could be located at Partner Location.
• In case of new Queue/Site Transition: Coordinate on site Extended Business Team.
• Based on the Quarterly Dell 360 survey: Listen to Partner feedback and take action accordingly.
• Coordinate Interlocks with Sales & Country Management based on the Queues/Country you are responsible for.
• Act as a Mediator/Facilitator for Partner while interacting with other Dell Departments.
• Coordinate Powering the Possible Participation at partner Site Location.
Leadership
• Lead with Optimism & Transparency
• Be a Branding Ambassador
• Extend Dell Vision and priorities - Ensure clear understanding in the link between Dell objectives and Partner contributions
• Balance being partner and customer at the same time
• Effective communication
• Strategic Planning
Project Management
• Partner Network Transitions: Active participation on any Queue/Site Transitions.
• Procurement: Influence & Negotiation skills.
• RFP & Site Selection: Participation & Coordination
• Implementation & Change Management.
Take the first step towards your dream career Every Dell Technologies team member brings something unique to the table. Here s what we are looking for with this role: Essential RequirementsFunctional & Leadership
• 7+ years of relevant experience or equivalent combination of education and work experience
• 5+ years of managerial experience
Skills Technical, Functional & Leadership
• Intermediate project management skills
• Negotiation skills
• Strong ability to successfully manage partner relationships
• Preferably Multiple Language Skill
Here s our story; now tell us yoursDell Technologies helps organizations and individuals build a brighter digital tomorrow. Our company is made up of more than 150,000 people, located in over 180 locations around the world. We re proud to be a diverse and inclusive team and have an endless passion for our mission to drive human progress.What s most important to us is that you are respected, feel like you can be yourself and have the opportunity to do the best work of your life -- while still having a life. We offer excellent benefits, bonus programs, flexible work arrangements, a variety of career development opportunities, employee resource groups, and much more.We started with computers, but we didn t stop there. We are helping customers move into the future with multi-cloud, AI and machine learning through the most innovative technology and services portfolio for the data era. Join us and become a part of what s next in technology, starting today.You can also learn more about us by reading our latest Diversity and Inclusion Report and our plan to make the world a better place by 2030 here . Application closing date: DD Month YYYYDell is committed to the principle of equal employment opportunity for all employees and to providing employees with a work environment free of discrimination and harassment. All employment decisions at Dell are based on business needs, job requirements and individual qualifications, without regard to race, color, religion or belief, national, social or ethnic origin, sex (including pregnancy), age, physical, mental or sensory disability, HIV Status, sexual orientation, gender identity and/or expression, marital, civil union or domestic partnership status, past or present military service, family medical history or genetic information, family or parental status, or any other status protected by the laws or regulations in the locations where we operate. Dell will not tolerate discrimination or harassment based on any of these characteristics. Dell encourages applicants of all ages. Read the full Equal Employment Opportunity Policy here .Knowledge Technical, Professional & Business Acumen
• In-depth disciplinary knowledge; leverages business acumen and subject matter expertise
  • Provides deep subject matter expertise, advise and program delivery
  • Contributes to the development of new techniques and plans within area of expertise
• In-depth understanding of Dell goals, customer requirements and knowledge of competitor practices
• Thorough understanding of Dell business priorities, strategy and direction
• Thorough understanding and management of customer business needs and expectations
• Manager projects and program execution
Problem Solving Guidance Direction, Planning, Independence & Initiative
• Work is guided by business plans for the discipline
  • Actively participates in setting area objectives to meet plans
  • Escalates matters of business risk
  • Influences others through their professional/technical expertise
• Manages critical projects, customer engagements or business processes
  • Guides completion of major projects or customer engagements
• Allocates work and mentors others
JOB LEVEL CRITERIA Job Duty Differentiators
• Executes tactical and operational plans
• Ensures the partner performance metrics are met
• Executes and manages partner contracts
• May negotiate with partners on small projects or pieces of larger projects
• Management interaction within Dell and with partners
• Responses to escalations from support, sales and customer care
• Manages customer service levels to maximize future revenue opportunities
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Keyskills :
european works councilssubject matter expertisestatements of work sow