Dinesh Dewangan

About Dinesh Dewangan

Change is the only constant thing in this world.Moving out of my comfort zones.

Experience

1. Sr Customer Success Manager

   Dell Technologies

   Feb 2016 — Present · Mumbai, IN

   As Service Account manager (SAM) I am responsible for the overall technical and service account management of designated accounts for customers who have purchased Dell’s Pro Support Plus (PSP) services. Here I am focal escalation point for these accounts, responsible for the overall delivery of support and services. I work within the framework of the wider SDM/TAM Services organisation and is also closely aligned to Dell technical support, operations and sales organisations.Roles and Responsibilities:I provide designated PSP customer accounts with a single point of accountability for all lines of business.I deliver proactive services to all assigned Pro Support accounts, including customer reporting, trend analysis, operations bench-marking, gap assessments and support plans.Coordinating and managing the implementation of service delivery process improvement, ensuring maximum availability of customer\'s mission critical systems.Providing customers with post incident reports in the event of a Severity 1 incident.Leading regular onsite service management review meetings with assigned EWC accounts.Promot and assist in architecting a preventative maintenance plan for all designated customer accounts.Upon request from customers/sales develop and communicating a Services recovery plan aligned directly to the customer\'s issues, leading to improved, sustainable and acceptable service levels.Taking part in review sessions for customer installations and ensure that the handover from installation to production occurs seamlessly.Maintaining customer database to ensure customer site information is up to date and accurate at all times.Developing and presenting periodical account operations reviews to Dell senior management.Performing and coordinating change management tasks for the assigned customer base.Interacting with technical specialists, engineers, system administrators, IT managers, IT directors, CIO to ensure business continuity.

Education

• Sikkim Manipal University - Distance Education

  Bachelor of Business Administration (BBA), Retailing and Retail Operations

  2012 — 2014