Helen Shanahan describes the function of a service account supervisor

Helen Shanahan describes the role of a service account manager


In our interview sequence, Dell Applied sciences Buyer Success executives sit down with our first line of assist to reply questions on Dell Service Account Managers (SAM) and Dell Technical Account Managers (TAM). Helen Shanahan, Senior Director for EMEA of Account Administration Companies at Dell, speaks with Silvia DeLaCagiga, #DellSAM Ambassador.

Might you inform us how you bought into such an thrilling IT function?

I form of fell into the Tech world about 28 years in the past (the unique plan was to be an accountant!).  I began at IBM for a few years, then spent a number of years at Oracle and have been at Dell for the previous 18 years.

My present function is main the Account Administration Companies (AMS) organisation of Technical and Service Account Managers (SAM) throughout most of mainland Europe. I even have a worldwide IT associated technique function for Buyer Success, and I’m the sponsor for Girls in Account Administration Companies globally. I stay in Dublin, Eire with my twins, aged 9.

Are you able to inform us how the Service Account Supervisor (SAM) function can finest be outlined?

Defining a SAM will not be straightforward as a result of, for my part, the SAM wears a number of hats and is a ‘jack of all trades’. I might say SAMs have two important features: First is to assist their clients extract the utmost worth from their Dell purchases; Second is to assist their clients navigate Dell Companies in addition to, when wanted, be the voice of their buyer into Dell.

How do you suppose the SAMs allow the combination of buyer expertise with IT´s deliverables?

In AMS we’ve one key metric and that’s Buyer Satisfaction with our SAM Service. The SAMs are pushed by making certain their clients get essentially the most out of what they purchased from Dell. SAMs additionally ensure that clients are extremely glad with their post-sales expertise and are happy with the added worth the SAM supplies to them.

How do SAMs analyse their clients’ information?

The SAMs have entry to huge quantities of knowledge each straight and not directly associated to their clients IT options. The evaluation of that information supplies the SAM and their buyer with key insights to previous occasions however may assist determine identified or attainable future occasions which can affect the techniques stability. These predictions allow to take proactive steps to make sure uptime, stability and effectivity for his or her options. The SAM can add additional to proactivity and efficiencies by introducing their buyer to instruments, such a Safe Join Gateway Safe Join Gateway and TechDirect

How do you suppose SAMs contribute to the broader tech ecosystem?

SAMs is usually a huge think about how a lot worth and success clients get from their know-how. And in flip, that know-how is utilized to allow individuals to be extra related, environment friendly and profitable.

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