Customer Support Manager

Customer Support Manager

This role has been designed as "Onsite" with an expectation that you will primarily work 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

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.

What You'll Do

The Customer Support Manager (CSM) is a Complete Care delivery account assigned resource responsible for delivering proactive services, focusing on moving the customer from event-driven to experience-driven service.

Responsibilities

• Customer Support Plan (Develop/Maintain)
• Support Planning and Review
• Support Activity Reviews (Quarterly, Annually or Variable)
• Operational Profile Management
• Support the ASM with proactive deliverables

What You Need to Bring

Knowledge and Skills:

Product and Solutions• Simple Components: Operating Systems, Networking, Servers, Storage• Complex Solutions: Cloud, Virtualization• Product Bundles/Reference Architectures• Product Solutions Appliances, "Systems" (i.e., CS7000, NFV, Apollo 8000)

Portfolio Knowledge• Datacenter Care• Proactive Care• Flexible Capacity• Lifecycle event services• Datacenter Care building blocks• TS Support Credits

Account Management• Business Acumen• Effective interactions• Planning and organizing• Tools and process

Professional Skills• Customer-centric mind set Essentials (CCM1)• Understanding MC/DC and Proactive Customers (CCM2)• Influencing MC/DC and Proactive Customers (CCM3) – Optional• Service management – ITIL Foundation.

• 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, Long Term Planning

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.