Junior Account Support Manager

Job description

Job ID T_R_1587295 Date posted 6/9/2017 Primary Location Amstelveen, North Holland, Netherlands Job Category Services Schedule Full time Shift No shift premium (Netherlands)

Business Environment:

HPE delivers technology and solutions for businesses. The company's solutions span across the datacenter infrastructure, intelligent edge computing, hybrid cloud solutions, IT consumption based delivery models and all the advisory, professional and operational services for enterprises, small and medium business, delivered direct or in collaboration with partners.

HPE Pointnext is the business unit that provides a complete portfolio of services tailored to the unique business and IT needs of today and the future. We partner closely with our customers to help them design, build, integrate, manage and evolve an adaptive enterprise that effectively responds to changes in their business.

Within HPE Pointnext Global Support Delivery we are searching for a Graduate. We want our new colleague to first get to know our business. S/he will team up with several experienced colleagues to get familiar with what we deliver to our customers and with our way of working. Near the end of the introduction it will be decided what the best match will be for a specific role, for both the graduate and our business. For now we assume the starting role will be that of an Account Support Manager.

Since the emphasis of our work is on advisory services and interaction with customer management level, we are looking for graduates with the ability to develop a broad and general understanding of technology solutions and its business impact. S/he has a bachelor or master degree in business administration or computer science. If you meet these requirements and you also recognize yourself in being flexible, having excellent communication and leadership skills, love to be a pioneer and take the initiative you can be the one we are looking for!

Junior Account Support Manager Responsibilities:

The Junior Account Support Manager (ASM) will be responsible for developing and maintaining a good relationship with customer(s) that have a proactive support contract. S/he will be the (technical) reference for customers in ensuring an optimal operational IT by recommending service improvements. S/he promotes and implements HPE support initiatives for the customers and checks the actual contract service level compared with the SLA. S/he is located on the customer site 50% or more of the time. 

Role Description:

·  Owns the communication with the customer on IT service & operational management level
·  Executes proactive activities oriented to solutions support (hardware, software, applications, etc.);
·  Takes active part in organizing and delivering technical solutions of support;
·  Gains knowledge of the IT environment of the customer from a technical, a procedural and operating point of view in order to reach customers IT goals;
·  Maintains a tight relationship with the HPE account team;
·  Demonstrates balance in relation to Customer/HPE business needs.

Key Tasks:

·  Communicates with customer on an ongoing basis on all aspects of service support;
·  Coordinates the delivery of the proactive services contract;
·  Conducts regular meetings with the customer and is responsible for the implementation of planned activities;
·  Conducts meetings to discuss impact of findings in analysis on servers and infrastructure;
·  Gives visibility of the proactive and reactive activities carried out;
·  Defines the plans of change management applying the ITSM (ITIL) methodology;
·  Supports the customer in problem/escalation management;
·  Proactively proposes enhancements to the customer in order to improve the quality of the service and develop HPE Pointnext Business;
·  Tracks the Installed Base of the customer and verify it with admin.

Qualifications:

·  Bachelor's (undergraduate) degree or Master's (graduate) degree in a business, technical or scientific discipline;
·  Good communication skills;
·  Team player;
·  Flexible (willingness to work outside office hours occasionally);
·  Analytical problem-solving abilities;
·  Basic understanding of server/environments;
·  Basic understanding of major Operating Systems (e.g. UNIX, Microsoft Windows, VM Ware);
·  Speak/write the Dutch and English language;
·  Driver’s license.

What we offer:

·  Personal & Career development
·  Competitive Compensation package: HPE offers you a great pension scheme and competitive compensation package including a company car
·  Great company culture