Admin Account Support Manager

Job description

Job ID 1033019 Date posted 9/14/2018 Primary Location Sofia, Sofia-Capital, Bulgaria Job Category Services Schedule Full time Shift No shift premium (Bulgaria)

At Hewlett Packard Enterprise (HPE) we live by three core values that drive our business: Partner. Innovate. Act. These values combine to help us create important work all over the world to advance how people live and work.

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.

The Admin Account Support Manager (ASM)  are IT consultants with broad multi-technology knowledge, able to assist the Partner ASM with access to HPE tools, documentation and deeply technical back-end resources when required. The Admin ASM maintains responsibility for HPE cost of delivery, helping to identify revenue growth through upselling opportunities, HPE profitability, and contract retention.  This role works directly with the Partner ASM, but not directly with the customer, onsite or remote.

Jobspecifics/responsibilities:

·  Supports the delivery of contracted proactive support related services through the whole delivery lifecycle: Installation, Services delivery support.
·  Supports creation of the Account Support Plan on the basis of the Service Level Agreement
·  Supports the preparation of Operational Review material and guidance regarding the implementation of planned activities (DC)
·  Supports the Partner ASM in the delivery of technical proactive activities for base software, applications and solutions support
·  Supports the Partner ASM in preparation of the delivery of technical support services/solutions
·  Supports the Partner ASM in engaging technical back-end resources.
·  Supports Partner ASM in the consultative IT Advice, collaboration and operational best practices sharing
·  Supports the Partner ASM in Value Based Delivery (VBD) processes so Partner ASM can 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.

Keydeliverables/accountabilities:

·  Bachelor/Master degree in a technical or scientific discipline
·  At least 3 years’ experience designing and implementing complex IT business support systems
·  Fluent in written and verbal English
·  Russian language will be consider as an advantage
·  Has General knowledge and understanding of customer environment.
·  Responsible for HPE cost of delivery.
·  Provides HPE internalrequests/requirementsto the Partner ASM regarding Service Level Agreement SLA and Service levels.
·  Supports Partner ASM in the preparation of Support Planning and Review Meetings
·  Supports Partner ASM in Growth and retention activities
·  Maintains a good working Cross-organizational relationship with the account team lead by Partner ASM
·  Involvement in Pre-sales, Post-sales and Renewal activities in order to provide services and account management inputs
·  Maintains understanding of the customer IT environment, vertical industry trends and relevant market
·  Does not communicate with End customer unless required
·  Understands standard procedures of Project Management and Change Management
·  Knowledgeable on current and new technological directions (pre-sales value level)
·  Supports the Partner ASM in problem/escalation management in alignment with TAM
·  Supports this effort to meet Partner ASM's requirements
·  Admin ASM is responsible for providing and updating information and guidance based on their access to HPE internal tools and documentation.  (Eg, Sweep