Account Support Manager Romania

Account Support Manager Romania

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2-3 days per week from an HPE office.

Job Description:

The Account Support Manager will lead customers’ account support planning, execution, escalation management, services delivery and will be accountable for the end-to-end delivery and customer experience for the assigned accounts.

The Account Support Manager is a direct client contact position responsible for leading delivery of all in- scope contracted services ensuring that performance goals and cost commitments are met.

Responsibilities:

• Responsible to strategize, plan and execute account support plan for assigned customer accounts to ensure good customer experience and support business growth.
• Building customer’s trusted relationship and connect customers to HPE services and solutions to enable their business strategy and priorities
• Have a high level of account knowledge about the Customer’s IT environment from a technical, operating procedure and business impact perspective.
• Leads the functional account support team on proactive services delivery, customer escalation and ensure proper closure with internal and external stakeholders
• Be the contact for operational & tactical issues representing delivery of all services (all functions) to the customer: manage performance metrics, reporting, escalation & communication.
• Ensure performance goals are met for all in scope services across all towers: identifying & analysing gaps & implementing corrective action plans.
• Deliver standard services in accordance with the Service Delivery Guides.
• Leads and drives company’s initiative related to account support to ensure target is met.
• Role requires travelling to clients in the country for ~20% of the time.

Education and Experience Required:

• Bachelor's degree or equivalent experience required.
• Minimum 3-years working experience in related field desired.

Knowledge and Skills:

• Possess growth mindset and strong business communication skills
• Comfortable in interacting and communicate tactfully with diplomacy up to senior management levels (including public sector customers) and to build good reputation with customer
• Active listening skills and ability to adjust messages to audience level.
• Experienced in Change and Escalation Management
• Thorough knowledge of company products and services offerings, company organization, competition, third party products and market trends.
• Good understanding and knowledge in Infra such as compute, storage, OS, network and hybrid cloud solutions, able to learn and adapt well to changes.
• Problem-solving skills (proactive, reactive and creative).
• ITIL/ITSM knowledge desired

Accountability, Accountability, Active Learning (Inactive), Active Listening, Bias, Business Growth, Change Management, Client Expectations Management, Coaching, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Centric Solutions, Customer Experience (CX), Customer Feedback, Customer Lifetime Value, Customer Relationship Management (CRM), Design Thinking, Empathy, Follow-Through, Growth Mindset, Infrastructure as a Service (IaaS), Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 5 more}

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Diversity, Inclusion & Belonging

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know diverse backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

#romania#operations

Job:

Services

Job Level:

Specialist

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.