Account Support Manager

Job description

Account Support Manager

  

Job Description:

   

Hewlett Packard Enterprise advances the way people live and work. We bring together the brightest minds to create breakthrough technology solutions, helping our customers make their mark on the world.

Our new innovative IT services organization is HPE Pointnext.  We have the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation.

In this role, you’ll provide onsite support to our Public Sector client in Maryland. Based on the clients’ needs, the support services you provide will primarily include enterprise server, storage, networking, desktop, and laptop support. You will use your background in field technical support or customer service, as well as your technical knowledge and training, to manage this strategic Federal client relationship.

Position requires a TS/SCI with Full Scope Poly clearance. As a result, US citizenship is required. This position will also require a US Government background check and fingerprinting for site access badges.

You’ll have opportunity to work on the products we deliver and support while gaining experience as an Account Support Manager, which can lead to future careers within HPE.

As the Account Support Manager, you will:

· 
act as trusted advisor in the consultant role for customer and HPE sales teams

· 
deliver a range of technical support services, including strategic account support, by proactively maintaining high-level technical, operational expertise and understanding of industry trends

· 
work with a wide range of endpoint and enterprise technologies, including desktops, laptops, printers, servers and a variety of storage technologies

· 
maintain high level Customer satisfaction by clarifying Customer needs and ensuring that they are met

· 
handle Customer relation problems promptly and appropriately, escalate issues according to established procedures

· 
review support plan for business indicators and map to HPE service solutions

· 
develop and grow assigned customer account relationship

· 
design and deliver support solutions

· 
provide suggestions for operational efficiencies

· 
lead Customer Expectation management as part of escalation process

· 
give input to operational methods and programs that may affect the business management strategy in the geographic area

· 
respond to service, product, technical, and customer relations questions

· 
perform other duties as needed or assigned

Education and Experience Required  

· 
Bachelor’s degree (preferred) or Associate degree (technical field ideal)

· 
Without an Associate’s or higher-level degree, an additional 2 years’ experience is required

· 
TS/SCI with Full Scope Poly clearance, required. As a result, US citizenship is required.

Knowledge and Skills Required 

· 
Information Technology Information Library (ITIL) certification

· 
IAT Level 2 or Security + certification

· 
In-depth knowledge of industry standard networked computing environments, operating systems, and applications

· 
System health check experience, using health check tools for compute and storage technologies

· 
Experience with US Federal customers with a technical background or significant technical understanding to communicate with customers and technicians for problem determination and solution implementation

· 
Ability to employ exemplary consulting skills by becoming a trusted advisor to the customer and providing clarity to solution determination

· 
Ability to identify alternative actions, set appropriate priorities, and identify creative and practical solutions

· 
Ability to provide customer recommendations to improve processes

· 
Advanced skills in communication, analysis, and presentation

· 
Ability to communicate effectively and tactfully to technical level, first- and middle-level management

· 
Ability to anticipate customer needs, develop proposed solutions, and build consensus

· 
Experienced knowledge of change management process and tools in complex environment

· 
Active listening skills and ability to adjust messages to audience level

· 
Problem-solving skills – proactive, reactive and creative

Join us and make your mark!

We offer:

• A competitive salary and extensive social benefits

• Diverse and dynamic work environment

• Work-life balance and support for career development

• An amazing life inside the element! Want to know more about it?

Then let’s stay connected!

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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.

Job:
Services

Job Level:
Expert

    

Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.

   

HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.