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Account Support Manager

Zerto

Zerto

Customer Service
Multiple locations
Posted on Thursday, June 27, 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:

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.

Your Key Responsibilities

  • 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

About You:

  • ITIL/ITSM knowledge
  • 3 - 5 years working experience in related fields.
  • Thorough knowledge of company products and services offerings, company organization, competition and market trends.
  • Communicate tactfully with diplomacy up to senior management levels within an organization.
  • Active listening skills and ability to adjust messages to audience level.
  • Problem-solving skills (proactive, reactive and creative).
  • Well versed in technical competencies, communication, analysis and presentations. intermediate skills in project management,
  • Build & manage strong customer relationship.
  • Apply business management & financial concepts to analyze business needs.
  • 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.
  • Able to lead cross cultural, cross tower & cross business team for effective & efficient customer support.
  • Ability to develop & present high impact message to customer.

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.

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.