Enterprise Customer Account Support Manager

Job description

Job ID 1026324 Date posted 7/6/2018 Primary Location Philadelphia, Pennsylvania, United States; Jersey City, New Jersey, United States Other location Philadelphia,Pennsylvania,United States of America Job Category Services Schedule Full time Shift No shift premium (United States of America)

Are you looking for a hands-on technical account management gig? What if it could be with one of the most impactful IT companies in the world?

At HPE, we bring together the brightest minds to create breakthrough technology solutions that advance the way people live and work. Our legacy inspires us as we forge ahead, focused and dedicated to helping our customers make their mark on the world.

What sets us apart? Our people. Our people’s relentless commitment to partner, innovate, and act. If solving the world’s biggest technology challenges sounds like the right career path for you, read on.

About the Account Support Manager

Hewlett Packard Enterprise (HPE) Pointnext is seeking to identify highly motivated and qualified individuals for an opportunity as an Account Support Manager for some of HPE’s larger clients. In this role, you’ll provide onsite support to our corporate clients. Based on the clients’ needs, the support services you provide will include server, networking, software and storage support.

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

In this role, you will use your background in field technical support or customer service, as well as your technical knowledge and training, to manage strategic client relationships in this area.

In this position, you will likely be provided with a company car.

No relocation assistance available.

Key Responsibilities

•Deliver strategic account support by proactively maintaining high-level technical, operational expertise and understanding of industry trends

•Review support plan for business indicators and map to HPE service solutions

•Develop and grow assigned customer account relationships

•Act as trusted advisor in the consultant role for customer and HPE sales teams

•Deliver support solutions

•Provide suggestions for operational efficiencies

•Create and deliver Value Based Delivery (VBD) account plans for assigned accounts

•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

•Other duties as assigned

Education and Experience Required 

·  Bachelor’s degree (preferred) or Associate degree; technical field preferred
·  6+ years working experience in sales or customer service, preferably associated with technology
·  3+ years’ working experience with storage solutions preferred

Knowledge and Skills Required 

·  I n-depth knowledge of current industry standard networked computing environments, operating systems, and applications
·  Ability to identify alternative actions, set appropriate priorities and identify creative and practical solutions
·  Intermediate project management skills
·  Ability to anticipate customer needs, develop proposed solutions, and build consensus
·  Ability to provide Mission Critical customer recommendations to improve processes
·  Experienced knowledge of change management process and tools in complex environment
·  Advanced skills in communication, analysis, and presentation

Knowledge and Skills Preferred

·  Mission Critical and Information Technology Information Library (ITIL) certifications
·  Expertise in area of focus and knowledgeable of future technology directions
·  Broad knowledge of current HPE products and services offerings, competition, third party products and market trends
·  Well versed in core technical competencies
·  Ability to communicate effectively and tactfully to technical level, first- and middle-level management within an organization
·  Active listening skills, and ability to adjust messages to audience level
·  Problem-solving skills (proactive, reactive and creative)
·  Able to identify alternative actions, sets appropriate priorities, and identify creative and practical solutions
·  Able to employ exemplary consulting skills by becoming a trusted advisor to the customer and providing clarity to solution determination
·  Technical background or significant technical understanding to communicate with customers and technicians for problem determination and solution implementation
·  Able to suggest operational efficiencies

About Hewlett Packard Enterprise

Tomorrow belongs to the fast, and Hewlett Packard Enterprise is in the acceleration business!

To help companies accelerate, we’ve created a new company, one that defines transformation—and defies “business as usual”. In the fast-paced, quick-release environment of the future, you need to be constantly ready for change, be resourceful, and be highly adaptable to the ever-changing business landscape.

HPE is an industry leading technology company that enables customers to go further, faster. With the industry’s most comprehensive portfolio, spanning the cloud to the data center to workplace applications, our technology and services help customers around the world make IT more efficient, more productive and more secure.

Hewlett Packard Enterprise is not only the company best equipped to build a bridge from where enterprise IT is today, to where it needs to be, but HPE is also an incredible place to build a career. As the only company that brings it all—software, hardware, services, and talented people with the right mindset—we help organizations innovate, stay competitive, and quickly turn ideas into value.

Please note the above statements describe the general nature and level of work only. They are not a complete list of all required responsibilities, duties and skills. Other duties may be added, or this description amended at any time.

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.