Junior 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.

Job Description:

We are currently looking for a Junior Account Support Manager.

The Account Support Manager (ASM) is focused on managing the onsite or remote HPE Hardware/Software/Solution installation, post-implementation service delivery support, pre-sales, post-sales activities for HPE solutions in customer environments. ASM is accountable for delivering reactive and proactive services according to contractual obligations including Service Level Agreement to ensure customer satisfaction and loyalty. Together with respective Delivery Teams, ASM provides direct post-sales systems technical support for reactive and proactive activities (customer contract deliverables). ASM is responsible for company Total Customer Experience as well as contributes to revenue growth, profitability, and account retention. ASM is part of HPE Poland Services Delivery Organization.

How you will make your mark:

• Developing and maintaining strong relationships with their assigned customers.
• Manages service delivery to meet contractual obligations ensuring the highest levels of customer satisfaction and loyalty.
• Has a high level of account knowledge about the customer IT environment from a technical operating procedure and business impact perspective.
• Promotes HPE Services and Products by contributing customer knowledge to enable revenue growth
• Identifies customer needs for additional services that could lead to future service revenue growth.
• Applies industry knowledge, trends and innovative technology directions guiding the customer to successful business outcomes.
• Identifies potential escalations and alert management proactively.
• Leads Customer Expectation management as part of escalation process.
• Proactively proposes improvements and changes to the customers’ IT environment.
• Proactively and reactively provide solutions to prevent problems from occurring in area of responsibility.
• Manages the delivery of contracted proactive support related to 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.
• Prepare and perform professional presentations during periodic customer meetings
• Leads the annual Inventory Management cycle, ensuring that an Inventory Workbook has been created or updated.
• Maintains a good working relationship between HPE Operations 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.
• Cooperating with Installation Project Managers to deliver efficient installation, configuration and migration projects

About you:

• Bachelor's degree preferred or Associate’s degree holder with 2 to 5 years working experience in related fields desired.
• Good verbal and written communication skills.
• Strong influencing and presentation skills.
• Ability to build and manage strong customer relationships.
• Analytical and problem-solving skills (proactive, reactive and creative).
• Able to identify alternative actions, sets appropriate priorities and identifies creative and practical solutions.
• Active listening skills and ability to adjust messages to audience level.
• Ability to understand & analyze customer impact of an issue or problem to implement a corrective action plan.
• Basic IT multi-technology knowledge.
• Basic financial knowledge of cost of service delivery and 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.
• Driver licensing – category “B”
• English fluent

Accountability, Accountability, Active Learning (Inactive), 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 (Inactive), 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.

Job:

Services

Job Level:

Intermediate

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.