Federal Account Support Manager, UT, TS SCI with polygraph

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

Job Description:

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.

Active TS/SCI Security Clearance with specific Poly required

US Citizenship required

Responsibilities:

• Responsible for verifying and implementing the detailed technical design solution to the problem as identified by the Project/Technical Manager.
• Often responsible for providing a detailed technical design for enterprise solutions.
• Is often the Principal Consultant who analyzes and develops enterprise technology solutions.
• Regularly leads in the technical assessment and delivery of specific technical solutions to the customer. Provides a team structure conducive to high performance, and manages the team lifecycle stages.
• Coordinates implementation of new installations, designs, and migrations for technology solutions in one of the following work domains: networks, applications or platforms.
• Provides advanced technical consulting and advice to others on proposal efforts, solution design, system management, tuning and modification of solutions.
• Provides input to the company strategy moving forward.
• Collects and determines data from appropriate sources to assist in determining customer needs and requirements.
• Responds to requests for technical information from customers.
• Develops customer technology solutions using various industry products and technologies.
• Engages in technical problem solving across multiple technologies; often needs to develop new methods to apply to the situation.
• Owns and manages knowledge sharing within a community (e.g. team, practice, or project). Ensures team members support knowledge sharing and re-use requirements of project. Contributes significant knowledge to job family community.
• Proactively encourages membership and contributions of others to professional community and coaches others in area of expertise. Regularly produces internally published material such as knowledge briefs, service delivery kit components and modules, etc. Presents at multi-customer technology conferences.
• Creates and supports sales activities. Manages bids, or major input into the sales lifecycle. Manages activities and provides qualitative and quantitative information for successful sales. Produces complete proposals for smaller engagements within area of expertise. Actively grows the company portfolio with existing customers through new opportunities and change management.

Experience Required:

Active TS/SCI Security Clearance with specific poly required

US Citizenship required

• Has sufficient depth and breadth of technical knowledge to design and scope multiple deliverables across a number of technologies.
• Has demonstrated innovation and communication of new deliverables and offerings.
• Has led the team in the delivery of multiple deliverables across multiple technologies.
• Ability to develop solutions that enhance the availability, performance, maintainability and agility of a particular customer's enterprise.
• Has contributed to the design and application of new tools.
• Ability to re-use existing experience to develop new solutions to take to market.
• Possesses an understanding, at a detailed level, of architectural dependencies of technologies in use in the customer's IT environment.
• Frequently uses product and application knowledge along with internals or architectural knowledge to develop solutions. A recognized expert in one or more technologies within own technical community and also at regional level. Holds a vendor or industry certification in at least one discipline area.
• Able to communicate with internal and external senior management confidently and demonstrate the professionalism of the job family.

• Desired Certifications (not required)

  ITIL Foundation: Provides a strong understanding of IT service management best practices, which is essential for managing IT services and client support effectively.

  CompTIA A+: A foundational certification covering IT support basics, including hardware, software, and troubleshooting.

  CompTIA Network+: Focuses on networking fundamentals, which is crucial for understanding and supporting IT infrastructure.

  CompTIA Security+: Covers fundamental principles of information security, which is important for ensuring secure IT environments.

  As an Account Support Manager, the ideal candidate will ensure that clients receive exceptional service by anticipating their needs, identifying potential issues before they arise, and implementing strategies to improve their experience continuously.

  Responsibilities:

  **1. Client Relationship Management

• Regular Communication: Maintain frequent contact with clients through meetings, calls, and emails to stay updated on their needs and expectations.
• Feedback Collection: Actively seek and gather client feedback to identify areas for improvement and address any concerns promptly.
• Personalized Service: Customize support and service strategies based on each client's unique requirements and preferences.

• **2. Proactive Issue Identification and Resolution

• Monitoring Systems: Use monitoring tools and data analytics to keep track of client systems, services, and performance metrics to detect early signs of potential issues.
• Trend Analysis: Analyze performance trends and historical data to foresee and address potential problems before they impact the client.
• Preventive Actions: Implement proactive measures such as system upgrades, configuration changes, or process improvements to prevent issues.

• **3. Service Optimization and Improvement

• Performance Reviews: Regularly review service performance and conduct assessments to identify opportunities for improvement.
• Recommendation and Planning: Provide clients with recommendations for optimizing their use of services and planning for future needs based on their usage patterns and business goals.
• Process Improvement: Continuously assess and refine support processes to enhance efficiency and effectiveness.

• **4. Escalation and Incident Management

• Escalation Procedures: Develop and maintain clear escalation procedures to handle critical issues swiftly and efficiently.
• Issue Tracking: Monitor and manage incident tickets to ensure timely resolution and minimal disruption to clients.
• Resolution Follow-up: Follow up on resolved issues to ensure that clients are satisfied with the resolution and that no further issues are pending.

• **5. Reporting and Documentation

• Service Reports: Prepare and present regular reports on service performance, incidents, and resolution activities to clients.
• Documentation: Maintain accurate documentation of client interactions, issues, resolutions, and any proactive measures taken.
• Action Plans: Document and communicate action plans for addressing identified issues and implementing improvements.

• **6. Client Training and Education

• Best Practices: Educate clients on best practices and strategies to maximize their service experience and avoid common issues.

• **7. Collaboration with Internal Teams

• Cross-functional Collaboration: Work closely with internal teams (e.g., technical support, engineering, sales team) to address client needs and resolve issues.
• Feedback Loop: Provide feedback to internal teams on client experiences and issues to drive service improvements.

• **8. Strategic Planning

• Client Strategy Alignment: Align support strategies with the client’s business goals and objectives to provide value-added support.
• Proactive Engagement: Engage in strategic planning with clients to anticipate their future needs and prepare for upcoming changes or challenges.

• **9. Risk Management

• Risk Assessment: Identify potential risks related to client services and develop strategies to mitigate these risks.
• Contingency Planning: Prepare contingency plans for handling unforeseen issues or emergencies that could impact clients.

• **10. Customer Satisfaction and Retention

• Satisfaction Surveys: Regularly conduct satisfaction surveys to gauge client happiness and identify areas for improvement.
• Retention Strategies: Implement strategies to enhance client retention, such as loyalty programs or value-added services.

Education :

• Bachelor of Arts/Science or equivalent degree in computer science or related area of study; without a degree, three additional years of relevant professional experience (11+ years in total).
• 8 Years of Experience required

• Required Skills:

  Exception communication and interpersonal skills

  Conflict Management and Deescalation

  Collaboration and Teamwork

  Strategic Thinking

  Technical Writing

  Analytical Skills

  Project Management 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}

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.

#unitedstates

Job:

Services

Job Level:

Expert

States with Pay Range Requirement

The expected salary/wage range for a U.S.-based hire filling this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level. If this is a sales role, then the listed salary range reflects combined base salary and target-level sales compensation pay. If this is a non-sales role, then the listed salary range reflects base salary only. Variable incentives may also be offered. Information about employee benefits offered can be found at https://myhperewards.com/main/new-hire-enrollment.html.

USD Annual Salary: $86,000.00 - $198,000.00

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. .