Account Support Manager

at  Hewlett Packard Enterprise

Account Support Manager
This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2-3 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 diverse 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:

The Account Support Manager is a direct client contact position responsible for leading delivery of all high value and in- scope contracted services across all service delivery towers. Ensuring that performance goals and cost commitments are met. The ASM works with the customer using their leadership skills and technical knowledge to develop, implement and lead a customer centric Account Support Team (AST) driving best-in-class TCE and Quality.
The ASM promotes Customer Satisfaction through efficient, effective delivery of services proactively managing issues that could impact service delivery, identifying and driving transformation while managing scope, resources, cost of delivery and coordination. The ASM understands the client at the local, country level to analyze delivery requirements, contribute to client’s strategic business plan, and create incremental revenue opportunities.

ADDITIONAL SKILLS:

Accountability, 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, Managing Ambiguity {+ 5 more}

HEWLETT PACKARD ENTERPRISE IS EEO F/M/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

• Manage technology incidents to a resolution. Lead Customer Expectation management as part of escalation process.
• 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 or incremental revenue opportunities.
• Build and maintain strong relationship up to senior management level in assigned accounts.
• Assist in managing delivery of industry support solutions.
• Owns customer operational relationship: develops & nurtures to excellent customer satisfaction.
• Grows understanding of customer at local & country level to analyze delivery requirements & contribute to customer strategic business plan.
• Contact for operational & tactical issues representing delivery of all services to the customer: manages performance metrics, reporting, escalation & communication.
• Ability to effectively and proactively manage risk for new installation projects.
• Own account support plan.
• Proactively manage and meter customer usage of installed Greenlake compute or storage solutions to maximise cost effectiveness for customer.
• Maintain accurate billing records, present and report monthly usage to customer