Account Support Manager

Account Support Manager

This role has been designed as 'Hybrid' with an expectation that you will work on average 2 days per week from an HPE office.

Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today's complex world. Our culture thrives on finding new and better ways to accelerate what's next. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE.

Job Description:

Account Support Manager

Within the family there is a range of technical and managerial customer on-site functions. The family of jobs is focused on managing the onsite delivering of software services, pre-sales, post-sales or service delivery support, installation and configuration for customer environments. The jobs solve various business systems, networking and applications problems for standard industry servers, specialized or complex clustered environments. Deliver reactive and proactive activities according to Service Level Agreement to ensure customer satisfaction and loyalty. Provides direct post-sales systems on site technical support for reactive and proactive customers. Each position maintains a high level of customer satisfaction by ensuring clear business and technical solution alignment, clarifying customer needs and ensuring that they are met. Jobs are responsible for company Total Customer Experience as well as the revenue growth, profitability, and account retention.

Responsibilities:

• Apply advanced technical knowledge to operate one or more technology areas (e.g. server administration, technical security management, performance management) or customer groups that are critical or high-risk.
• Integrate technical knowledge and business understanding to create solutions for customers.
• Resolve single- and cross-technology incidents independently. Work with team members to resolve unusually complex or cross-technology incidents.
• Proactively and reactively look for solutions to prevent problems from occurring in team/technology area.
• Apply company solutions to meet highly complex customer needs.
• Identify additional services that could lead to future service revenue growth.
• Provide technical consulting during contract renewal discussions.
• Build and maintain strong relationship up to senior management level in assigned accounts.
• Design and deliver support solutions using specific industry knowledge and expertise.
• Assist in managing delivery of industry support solutions.
• Lead Customer Expectation management as part of escalation process.
• Lead cross-team or large programs/projects.
• Coach or guide junior consultants.

Education and Experience Required:

• Bachelor's degree preferred or Associate degree holder (technical field) with 5-7 years working experience in related fields desired.

Knowledge and Skills:

• Thorough knowledge of company products and services offerings, company organization, competition, third party products and market trends.
• Broad knowledge of corporate organization, job, and policies.
• Comprehensive business, technical or functional knowledge at an expert level.
• Communicate tactfully with diplomacy up to senior management levels within an organization.
• Active listening skills and ability to adjust messages to audience level.
• Problem-solving skills (proactive, reactive, and creative).
• Able to employ exemplary consulting skills by becoming a trusted advisor to the customer and providing clarity to solution determination.
• Well versed in core technical competencies and peaked in some technical area(s) intermediate skills in project management, communication, analysis, and presentation.
• Provide suggestions for operational efficiencies.

Additional Skills:

Accountability, Active Learning, Active Listening, Bias, Business Growth, Change Management, Client Expectations Management, Coaching, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Centric Solutions, Customer Experience (CX), Customer Feedback, Customer Lifetime Value, Customer Relationship Management (CRM), Design Thinking, Empathy, Follow-Through, Growth Mindset, Infrastructure as a Service (IaaS), Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity

What We Can Offer You:

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial, and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.