Account Support Manager
7 months ago
Account Support Manager
This role has been designated as ‘Edge’, which means you will primarily work outside of an HPE office.
The Account Support Manager is a direct client contact position responsible for leading delivery of all high value and in
- scope contracted services across all service delivery towers. Ensuring that performance goals and cost commitments are met. The ASM works with the customer using their leadership skills and technical knowledge to develop, implement and lead a customer centric Account Support Team (AST) driving best-in-class TCE and Quality.
The ASM promotes Customer Satisfaction through efficient, effective delivery of services proactively managing issues that could impact service delivery, identifying and driving transformation while managing scope, resources, cost of delivery and coordination. The ASM understands the client at the local, country level to analyze delivery requirements, contribute to client’s strategic business plan, and create incremental revenue opportunities.
**Your Key Responsibilities**
- Manage technology incidents to a resolution. Lead Customer Expectation management as part of escalation process.
- Work with team members to resolve unusually complex or cross
- technology incidents.
- Proactively and reactively look for solutions to prevent problems from occurring in team/technology area.
- Identify additional services that could lead to future service revenue growth or incremental revenue opportunities.
- Build and maintain strong relationship up to senior management level in assigned accounts.
- Assist in managing delivery of industry support solutions.
- Owns customer operational relationship: develops & nurtures to excellent customer satisfaction.
- Grows understanding of customer at local & country level to analyze delivery requirements & contribute to customer strategic business plan.
- Contact for operational & tactical issues representing delivery of all services to the customer: manages performance metrics, reporting, escalation & communication.
- Ability to effectively and proactively manage risk for new installation projects.
- Own account support plan.
- Proactively manage and meter customer usage of installed Greenlake compute or storage solutions to maximise cost effectiveness for customer.
- Maintain accurate billing records, present and report monthly usage to customer
**About You**:
- ITIL/ITSM knowledge
- 3 - 5 years working experience in related fields.
- Thorough knowledge of company products and services offerings, company organization, competition and market trends.
- Communicate tactfully with diplomacy up to senior management levels within an organization.
- Active listening skills and ability to adjust messages to audience level.
- Problem-solving skills (proactive, reactive and creative).
- Well versed in technical competencies, communication, analysis and presentations. intermediate skills in project management,
- Build & manage strong customer relationship.
- Prepare clear, concise and persuasive communications for multiple audiences, including demonstrating effective writing, presentation skills, listening actively and projecting a trustable image.
- Ability to understand & analyze an issue or problem to implement a corrective action plan.
- Able to lead cross cultural, cross tower & cross business team for effective & efficient customer support.
- Ability to develop & present high impact message to customer.
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
NewZealand
LI-Hybrid
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.
**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.
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