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Account Support Manager

Zerto

Zerto

Customer Service
Multiple locations
Posted on Wednesday, February 21, 2024
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:

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.

Key Responsibilities

  • Owns customer operational relationship, develops & nurtures to excellent customer satisfaction.
  • Build strong relationship with management in assigned accounts.
  • Maintains thorough knowledge of leading-edge technologies and industry/market domain knowledge.
  • Maintains broad multi-technology expertise and end to end product & service portfolio knowledge, engaging deep technical skills from HPE when required.
  • Provides consultative IT Advice, collaboration, operational best practices sharing and has a broad technical understanding of the customer’s business and IT environment.
  • Applies company solutions to meet moderately complex customer needs within area(s) of technical responsibility.
  • Identifies customer needs for additional services that could lead to future service revenue growth.
  • Leads Customer Expectation management as part of escalation process.
  • Identifies potential escalations and alert management proactively.
  • Proactively proposes improvements and changes to the customers’ IT environment.
  • Proactively and reactively provide solutions to prevent problems from occurring in area of responsibility.
  • Balance internal needs with customer needs within defined parameters.
  • Manages the delivery of contracted proactive support related services through the entire delivery lifecycle: installation, service delivery, and end-to-end support.
  • Develops the account support plan based on the Service Level Agreement (SLA) as applied to achieving the customer's IT goals.
  • Conducts support planning and review meetings to ensure customer alignment, realized value, and accelerate contractual delivery efforts against the account support plan.
  • Uses proven processes to help the customer reduce business risk and maximize return of their IT investment and to present to the customer the added value of proactive services.
  • Knows the IT environment of the customer from an end-to-end point of view, including vertical industry trends and relevant market changes, to facilitate customers’ business targets within the boundaries of the support contract.
  • Monitors the actual delivery versus the defined and agreed SOW.
  • Leads the Data Center Inventory Management (DCIM) cycle, ensuring that a DC Inventory Workbook has been created and is maintained and refreshed via true-ups, annual DCIM report updates, and critical account plans as required.
  • Maintains a good working relationship between HPE Services and the HPE account team (Sales/Pre-Sales and Business).
  • Involvement in Pre-Sale, Post-Sale, and Renewal activities to provide services and account management inputs by working closely with sales and pursuit teams.
  • Lead cross-team or large programs/projects, partnering with our account- and delivery teams as well as with our business partners, to drive high quality work at all times.
  • Attends meetings organized by Global team with respect to assigned accounts.

Knowledge and Skills

  • Broad knowledge of company products and services offerings.
  • Basic knowledge of corporate organization, job, and policies.
  • Broad multi-technology knowledge.
  • Understanding and ability to demonstrate the main principles of Service Management.
  • ITIL and / or Project Management certification is an advantage.
  • Ability to build and manage strong customer relationships.
  • Excellent verbal and written communication skills.
  • Strong influencing and presentation skills.
  • Analytical and problem-solving skills (proactive, reactive and creative).
  • Financial expertise in cost of delivery, and basic understanding of margin and revenue.
  • Ability to expand customer relationships beyond IT management to the IT Decision makers who are responsible for IT strategy and budget.
  • Ability to understand & analyze customer impact of an issue or problem to implement a corrective action plan.

Education and Experience Required:

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

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}

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.

Diversity, Inclusion & Belonging

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. 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.

Let's Stay Connected:

Follow @HPECareers on Instagram to see the latest on people, culture and tech at HPE.

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#servicesandsupport

Job:

Services

Job Level:

Specialist

HPE is an Equal Employment Opportunity/ Veterans/Disabled/LGBT and Affirmative Action employer. We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills. We do not discriminate and all decisions we make are made on the basis of qualifications, merit, and business need. Our goal is to be one global diverse team that is representative of our customers, in an inclusive environment where we can continue to innovate and grow together. Please click here: Equal Employment Opportunity.

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.