Account Support Manager

Job Description:

The Account Support Manager (ASM) is leading services and services results on dedicated customer accounts through various different service levels and across our HPE Operations operational services portfolio.

The ASM establishes key relationships through all management layers and organizational structures of the assigned customers and within our own company to lead and drive service excellence, customer satisfaction and business growth.

How you´ll make your mark:

Manages the delivery of contracted proactive support related services through the whole delivery lifecycle: Installation, Services delivery support.

· Defines the Account Support Plan on the basis of the Service Level Agreement

· Conducts Operational Review Meetings and is responsible for the implementation of planned activities

· Drives the delivery of technical proactive activities for base software, applications and solutions support

· Takes an active part in organizing the delivery of technical support services/solutions

· Understands customer's specific IT needs and brokers engagement of deeply technical back-end resources as required

· Provides consultative IT Advice, collaboration, operational best practices sharing and has a broad technical understanding of the customer’s IT

· Uses proven Value Based Delivery (VBD) processes to help the customer reduce business risk and maximize return of their IT investment and to present to the customer the added value of proactive services.

· Knows the IT environment of the customer from an end-to-end point of view in order to facilitate customers’ business targets within the boundaries of the support contract

· Reference for the customer and leads the delivery team and resources for assigned accounts

· Responsible for cost of delivery and total customer experience

· Monitors the actual service level vs. the defined and agreed SLA

· Conducts Support Planning and Review Meetings to ensure customer alignment, realized value, and accelerate contractual delivery efforts

· Is responsible to perform a regular Audit for their assigned account(s)

Hewlett-Packard Global Delivery Bulgaria Center EOOD

Position name: Account Support Manager

· Identifies upselling opportunities, supports growth, profitability and account retention

· Works closely with sales and pursuit teams supporting cross BU strategies and solutions

· Maintains a good working Cross business relationship with the HPE account team (Sales/Pre-Sales and Business)

· Involvement in Pre-sales, Post-sales and Renewal activities in order to provide services and account management inputs

· Maintains strong understanding of the customer IT environment, vertical industry trends and relevant market

· Communicates with customer on an ongoing basis on all aspects of service support

· Understands standard procedures of Project Management and Change Management

· Knowledgeable on current and new technological directions (pre-sales value level)

· Communicates with customer on an ongoing basis on all aspects of service support

· Supports the customer in problem/escalation management

· Proactively proposes improvements and changes to the customers’ IT environment

About you:

· Master’s Degree or equivalent combination of education & experience

· 2-5 years experience in Technical/Process/Project Management role(s)

· Customer centric mindset/ Customer Success Methodology certification is an advantage

· Fluent in written and verbal English

· Fluency in other European language is a strong advantage

· Certified in IT Service Management is a strong advantage

· Broad multi-technology knowledge

· IT end-to-end understanding credibility for decision maker conversations

· Virtualization and operating system knowledge

· Analytical and problem solving skills

· Financial expertise in cost of delivery, margin and revenue basics

· Excellent verbal and written communication skills

· Client relationship management skills

· Ability to expand customer relationships beyond IT management to the IT decision makers who are responsible for IT strategy and budget

· Strong influencing and presentation skills

· Understanding and ability to demonstrate the main principles of Service Management

Accessibility

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.

Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

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.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied 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.

Job:

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Hewlett Packard Enterprise is EEO 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.

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