Account support managementaccount 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*:
- leverage business and technology understanding to partner with key stakeholders in creating proposed solutions for customer.
- proactively maintain high-level technology knowledge, operational expertise and understanding of industry trends.
- consult with senior level customer management to achieve it operations excellence.
- anticipate, understand, and position the perception of problems and propose service needs at different management and functional levels.
- lead functional teams in planning, delivering, and managing complex support.
- utilize account support planning to identify business indicators and map to service solutions.
- communicate clearly and concisely to maintain alignment, manage expectations, enable successful outcomes, and demonstrate the value of hpe.
- 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.
- lead key stakeholders through issue/risk management and the development of 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 key stakeholders informed.
- manage key stakeholder expectations in alignment with contractual requirements as part of the escalation process.
- provide inputs to operating model and programs that may affect account management.
- mentor/consult with team members and key stakeholders on complex issues.
- mentor/coach junior level team members.
*about you*:
- first level university degree or equivalent combination of education & experience
- 8+ 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*:
- proven ability to develop and nurture meaningful relationships in a virtual environment
- expert written and verbal communication, presentation, and persuasion skills; mastery in english
- mastered ability to initiate, guide, and manage difficult conversations
- anticipate customer needs, develop proposed solutions, and build consensus with key decision makers
- thorough understanding of change management process and procedures
- capable of consulting with customer on account support planning, future vision, and growth opportunities
- proven leadership skills in a dynamic environment with multiple priorities and focus on top goals
- ability to predict when to adapt and evolve to align with fast-paced market
- expert influencing, active listening, and negotiation skills
*join us and make your mark*
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 want to know more about it?
then let's stay connected
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*:
master
*hewlett packard enterprise is eeo f/m/protected veteran/ individual with disabilities.*
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.