Account Support Management
This role has been designated as 'Edge', which means you will primarily work 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**:
- Utilize account support planning to identify customer's business needs, key stakeholders, and objectives to ensure contractual expectations are correctly set and maintained.
- Communicate clearly and concisely to maintain alignment, manage expectations, enable successful outcomes, and demonstrate the value of HPE.
- Leverage knowledge of the customer's industry, market, and trends to identify potential services or solutions that enable successful outcomes.
- 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 and guide 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, engage appropriate owners, and keep management informed.
- Identify and recommend process improvements and operational efficiencies.
- Provide guidance to junior level team members.
**About you**:
- First Level University Degree or equivalent combination of education & experience
- 5-7 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
- Comprehensive knowledge 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 senior-level management
- Influencing, negotiating 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
- Ability to learn quickly, enhance skills and continuously evolve to align with fast-paced market
**Join us and make your mark!
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**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.
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**Job**:
Services
**Job Level**:
Specialist
**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.