Helen Shanahan describes the role of a Service Account Manager (SAM).
Posted: Mon Dec 23, 2024 8:12 am
In our interview series, customer success executives at Dell Technologies sit down with our frontline support team to answer questions about Dell Technologies Service Account Managers (SAMs) and Technical Account Managers (TAMs). Helen Shanahan, Senior Director EMEA for Dell Account Management Services, speaks with Silvia DeLaCagiga, #DellSAM Ambassador.
Silvia de la Cagiga
Could you tell us how you came to such an exciting IT role?
I came into the tech world about 28 years ago (the original plan was to be an accountant!). I started at IBM for a couple of years, then spent several years at Oracle, and have been at Dell for the past 18 years.
My current role is leading the Account Management Services (AMS) organisation of Technical Account Managers (TAM) and Service Managers (SAM) across most of continental Europe. I also have a global IT strategy role for customer success, and am the women's sponsor within the Account Management Services (AMS) organisation globally. I live in Dublin, Ireland with my nine-year-old twins.
Can you tell us how the role of Service Account Manager (SAM) can be better defined?
Defining the role of the SAM is not easy because, in my opinion how to get uae number for whatsapp wears several hats and is a jack-of-all-trades. I would say that SAMs have two main roles: the first is to help their customers extract the maximum value from their Dell products; the second is to help their customers navigate Dell services and, when necessary, be their voice to Dell.
How do you think SAM enables the integration of customer experience with IT deliverables?
At AMS we have one key metric and that is customer satisfaction with our SAM service. SAMs are driven by ensuring that their customers get the most out of what they purchased from Dell. SAMs also ensure that customers are highly satisfied with their post-sales experience and are happy with the added value that SAM provides them.
How do SAMs analyze their customers' data?
SAMs have access to vast amounts of data directly and indirectly related to their clients' IT solutions. Analysis of that data provides SAMs and their clients with key insights into past events or incidents, but can also help identify future incidents (already reported at other clients, or unknown) that may impact the stability of our clients' systems. These predictive analyses enable proactive measures to be taken to maximize the uptime, stability, and efficiency of their solutions. SAMs can further increase proactivity and efficiency by introducing their clients to tools such as Secure Connect Gateway and TechDirect.
How do you think SAMs contribute to the broader technology ecosystem?
SAMs can be a major factor in how much value and success customers get from your technology. And in turn, that technology is used to enable people to be more connected, efficient, and successful.
Silvia de la Cagiga
Could you tell us how you came to such an exciting IT role?
I came into the tech world about 28 years ago (the original plan was to be an accountant!). I started at IBM for a couple of years, then spent several years at Oracle, and have been at Dell for the past 18 years.
My current role is leading the Account Management Services (AMS) organisation of Technical Account Managers (TAM) and Service Managers (SAM) across most of continental Europe. I also have a global IT strategy role for customer success, and am the women's sponsor within the Account Management Services (AMS) organisation globally. I live in Dublin, Ireland with my nine-year-old twins.
Can you tell us how the role of Service Account Manager (SAM) can be better defined?
Defining the role of the SAM is not easy because, in my opinion how to get uae number for whatsapp wears several hats and is a jack-of-all-trades. I would say that SAMs have two main roles: the first is to help their customers extract the maximum value from their Dell products; the second is to help their customers navigate Dell services and, when necessary, be their voice to Dell.
How do you think SAM enables the integration of customer experience with IT deliverables?
At AMS we have one key metric and that is customer satisfaction with our SAM service. SAMs are driven by ensuring that their customers get the most out of what they purchased from Dell. SAMs also ensure that customers are highly satisfied with their post-sales experience and are happy with the added value that SAM provides them.
How do SAMs analyze their customers' data?
SAMs have access to vast amounts of data directly and indirectly related to their clients' IT solutions. Analysis of that data provides SAMs and their clients with key insights into past events or incidents, but can also help identify future incidents (already reported at other clients, or unknown) that may impact the stability of our clients' systems. These predictive analyses enable proactive measures to be taken to maximize the uptime, stability, and efficiency of their solutions. SAMs can further increase proactivity and efficiency by introducing their clients to tools such as Secure Connect Gateway and TechDirect.
How do you think SAMs contribute to the broader technology ecosystem?
SAMs can be a major factor in how much value and success customers get from your technology. And in turn, that technology is used to enable people to be more connected, efficient, and successful.