Account Support Management
This role has been designated as 'Edge', which means you will primarily work outside of an HPE office.
**Job Description**:
This role has been designated as 'Hybrid', which means you will work both in and outside of an HPE office.
Account Support Management is a remote client position responsible for delivering in-scope contracted services and ensuring proactive activities are delivered according to Service Level Agreements to enable profitability.
You are accountable for maintaining a high level of customer satisfaction that results in revenue growth and account retention by understanding how business needs align with technical solutions, clarifying customer needs and setting appropriate expectations.
**How you will make your mark**:
- Develop and maintain a strong understanding of organization service offering, value propositions, and contractual requirements to manage small-to-medium size accounts.
- Communicate clearly and concisely to maintain alignment, manage expectations, enable successful outcomes, and demonstrate the value of HPE.
- Begin to understand the customer's industry and develop technical knowledge.
- Utilize account support planning to identify customer's business needs, key stakeholders, and objectives to ensure contractual expectations are correctly set and maintained.
- Leverage active listening and knowledge of HPE solutions to identify areas of additional services and incremental revenue growth.
- Balance internal needs with customer needs within defined parameters.
- Partner with key stakeholders to manage issues/risks and develop mitigation/elimination plans.
- Support customers in business and technical problem management by connecting them to broad capabilities and expertise within the organization.
- Identify potential customer satisfaction issues and proactively alert management.
- Enable your curiosity and innovation to identify and recommend process improvements and operational efficiencies.
**About you**:
- First Level University Degree or equivalent combination of education & experience
- ** 4-6 years' experience in customer service**:
- Fluent in written and verbal English
- Project Management capabilities
- ITIL v3 Foundations certified / ITSM experience is an advantage
**Personal skills and qualities**:
- Ability to develop meaningful relationships in a virtual environment
- ** Well versed in core technologies (Compute, Storage, Cloud, etc)**:
- Written and verbal communication, presentation, and persuasion skills; mastery in English
- Active listening and ability to adjust message effectively and tactfully from technical level up to mid-level management
- Influencing and ability to navigate difficult conversations
- ** Ability to work in dynamic environment that is continuously evolving, manage multiple priorities and focus on top goals**:
- ** Demonstrate basic project management**:
- Self-starting with desire to learn quickly and develop skills to align with fast-paced market
mexico #LI-Hybrid #pointnextmexico
**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!
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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**:
Intermediate
**Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities.
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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.