Technical Customer Success Manager

About the Role of Technical Customer Success Manager

Dell Technologies is seeking a Technical Customer Success Manager to join the Account Services Management team in Riyadh. This full-time role involves guiding customers through service processes, leading reviews and improvement initiatives, and acting as a primary contact for complex operational issues. The position requires 5-10 years of experience and offers a salary range of SAR 380,800 - SAR 492,800.

Role Overview and Impact

The Technical Customer Success Manager is responsible for ensuring seamless service delivery processes for Dell Technologies customers. This includes managing and overseeing various aspects from incident and change management to configuration and customer management. The role focuses on resolving disputes and technical issues while maintaining clear communication with customers regarding all activities, from tactical to strategic.

Key Responsibilities

• Establish trusted advisor relationships with Enterprise customers, providing strategic guidance and recommendations to maximize the value, adoption, and operational health of Dell Technologies solutions.
• Deliver proactive insights, health assessments, executive reporting, and data-driven recommendations to help customers improve performance, mitigate risks, and achieve business outcomes.
• Lead and coordinate the resolution of complex customer escalations, driving cross-functional engagement, root cause analysis, and preventive action plans to avoid recurrence.
• Collaborate with technical, support, engineering, and account teams to address risks, optimize customer environments, and ensure successful service delivery and customer satisfaction.
• Support service reviews, customer success planning, onboarding activities, and continuous improvement initiatives while maintaining strong executive and stakeholder communications.

Required Experience

• Candidates should possess 8+ years of relevant professional experience.

Work Environment and Location

This is a full-time position based in Riyadh, where the successful candidate will join the Account Services Management team. The role involves ensuring proactive communication and reliable service delivery within a dynamic customer-focused environment.

Compensation

The annual salary for this position ranges from SAR 380,800 to SAR 492,800.