Account Support Manager

Account Support Manager

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE office.

Job Description:

Job Family Definition:

The Account Support Manager (ASM) or now the Service Experience Manager coordinates service onboarding and manages the customer’s overall HPE Complete Care Service experience and personalization. The Service Experience Manager is responsible for HPE Complete Care Service guidance, planning, advisory support, delivery, and reporting. The Service Experience Manager also coordinates customer interactions across various HPE teams and works with the Technical Account Manager or now Technical Advisor regarding HPE Complete Care Service related matters.

In HPE Greenlake accounts, the ASM holds a key role in the customers’ digital transformation journey. Partners with HPE account team’s strategic customers to understand their business objectives, project priorities, and consumption outcomes, orchestrating their adoption journey to optimize their experiences with HPE's portfolio. The ASM is on a mission to proactively guide customers in amplifying the consumption of HPE solutions, achieving increased metering outcomes, and ensuring realizing the maximum value from their investment. The ASM is responsible for delivering enjoyable experiences for the customers throughout their journey with HPE: from onboarding to activation, to the adoption of HPE's offerings, as well as advocacy resulting in increased workload-led consumption, higher revenue outcomes, overall account growth, and customer loyalty. Maximizes the value of as-a-service offerings within the HPE portfolio and guides customers to succeed in achieving their business objectives and outcomes. Engages and manages the post-sales relationship with the customers, by identifying and helping close opportunities that expand HPE’s portfolio reach within each customer, while delivering incremental business value and an outstanding experience.

Job Level Definition:

Applies intermediate level of subject matter knowledge to solve a variety of common business issues. Works on problems of moderately complex scope. Acts as an informed team member providing analysis of information and limited project direction input. Exercises independent judgment within defined practices and procedures to determine appropriate action. Follows established guidelines and interprets policies. Evaluates unique circumstances and makes recommendations.

Description:

Responsibilities:

• Owns customer operational relationship: develops & nurtures to excellent customer satisfaction.
• Contact for operational & tactical issues representing delivery of all services (all functions) to the customer: manages performance metrics, reporting, escalation & communication.
• Grows understanding of customer at local & country level to analyze delivery requirements & contribute to customer strategic business plan.
• Manages expense/cost target commitments for all service delivery requirements implementing & monitoring expense control.
• Ensures performance goals are met for all in scope services across all towers: identifying & analyzing gaps & implementing corrective action plans.
• Ability to effectively and proactively manage risk for low risk projects.
• Supports Account Support Team & all delivery organizations to timely, cost effective delivery of SLA requirements identifying & recommending optimization while managing scope, resources & coordination.
• Contributes to account service delivery plan.
• Identifies incremental revenue opportunities.
• Assures compliance with the company and customer's HR, GP, legal, financial, ethics and government related policies, strategies, and processes.
• Acts as a team or project leader for small and medium account support teams activities by providing managerial and technical direction.

Education and Experience Required:

• First Level University Degree or equivalent combination of education and experience.
• 1 -3 years relevant industry experience.
• ITIL/ITSM and Agile Methodology knowledge.
• English and Spanish fluency are preferred.

Knowledge and Skills:

• Ability to build & manage strong customer relationship.
• Influence & negotiation skill.
• Ability to apply business management & financial concepts to analyze business needs.
• Ability to prepare clear, concise and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, listening actively and projecting a trustable image.
• Ability to understand & analyze an issue or problem to implement a corrective action plan applies appropriate technical knowledge and methods to resolve business issues.
• Ability to lead cross cultural, cross tower & cross business team for effective & efficient customer support.
• Ability to proactively & effectively manage risk on low to medium risk projects.
• Consistently applies Quality & Continuous Improvement Plans.
• Ability to develop & present high impact message to customer.
• Crisis & conflict management.

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.

Job:

Services

Job Level:

Entry

Hewlett Packard Enterprise is EEO Protected Veteran/ Individual with Disabilities.

HPE will comply with all applicable laws related to employer use of arrest and conviction records, including laws requiring employers to consider for employment qualified applicants with criminal histories.

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