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.

Who We Are:

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

HPE Operations is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers' outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today's fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what's next for you.

Job Family Definition

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.

Management Level Definition

Applies advanced subject matter knowledge to solve complex business issues and is regarded as a subject matter expert. Frequently contributes to the development of new ideas and methods. Works on complex problems where analysis of situations or data requires an in-depth evaluation of multiple factors. Leads and/or provides expertise to functional project teams and may participate in cross-functional initiatives. Acts as an expert providing direction and guidance to process improvements and establishing policies. Frequently represents the organization to external customers/clients. Exercises significant independent judgment to determine best method for accomplishing work and achieving objectives. May provide mentoring and guidance to lower level employees.

What You'll Do

• Operate and manage several critical or high-risk technology areas or customer groups using deep technical expertise.
• Integrate technical knowledge with business understanding to design and deliver customer solutions.
• Act as a consultant in service delivery, technology, industry, or specific applications.
• Resolve complex technical and business incidents independently; mentor less-experienced team members on complex issues.
• Provide strategic account support by proactively maintaining technical and operational expertise aligned with industry trends.
• Review support plans against business indicators and align them with company service solutions.
• Develop and grow relationships with complex and strategic customer accounts.
• Act as a trusted advisor to customers and internal sales teams.
• Lead Mission Critical delivery teams in planning, delivering, and managing complex support solutions.
• Suggest operational efficiencies and contribute to Value Based Delivery (VBD) account plans.
• Manage customer expectations during escalations and provide input into operational methods and programs that shape business management strategy.

What You Need to Bring

• Education: Bachelor's degree preferred; Associate degree in a technical field acceptable with 6–8 years of relevant experience.
• Experience: 6–8 years in related technical fields with proven ability to manage critical technology areas and customer accounts.
• Technical Knowledge:
  • In-depth expertise in networked computing environments, operating systems, and applications.
  • Thorough understanding of company products/services, competition, third-party offerings, and market trends.
  • Mastery-level business, technical, or functional knowledge plus operational/administrative awareness.
• Skills & Expertise:
  • Ability to anticipate customer needs, propose solutions, and build consensus.
  • Strong knowledge of change management processes/tools in complex environments.
  • Advanced project management, communication, analysis, and presentation skills.
  • Expertise in area of focus with awareness of future technology directions.
• Certifications: Mission Critical and ITIL certifications required.
• Influence & Advisory Skills: Ability to act as a trusted advisor, mentor, and consultant across customers, vendors, and internal teams.

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.