Account Support Manager, Services Experience Delivery - Hewlett Packard Enterprise Company

Account Support Manager, Services Experience Delivery

  

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE office.

Job Description:

   

Job Description:

Location: ONSITE-Houston, TX

Job Family Definition:

Within the job family there is a range of technical and customer management functions. The family of jobs is focused on managing the onsite delivering of software services, pre-sales, post-sales or service delivery support, installation and configuration for customer environments.    The role supports Solutions, Products and Services that solve various business challenges and deliver valued outcomes.  Examples would be networking and applications problems for standard industry servers, storage platforms and specialized or complex clustered environments.  Responsible for oversight and management of reactive and proactive activities according to Service Level Agreement to ensure customer satisfaction and loyalty. Provides direct post-sales systems on site technical support for reactive and proactive customers. Each position maintains a high level of customer satisfaction by ensuring clear business and technical solution alignment, clarifying customer needs and ensuring that they are met. Jobs are responsible for company Total Customer Experience as well as the revenue growth, profitability, and account retention.

This job offers a chance to combine technical expertise with customer relationship management skills.

• Customer Service: Supporting and delivering remote support while managing customer relationships.
• Pre-Sales Insights: Collaborate with Sales team to provide valuable input during presales cycle and contributing to configuration and installation planning.
• Technical Scope: Working with best in class, cutting edge technology, servers, networking platforms, operating systems, storage solutions, and complex systems.
• Customer Focus: Ensuring service agreements are fulfilled and delivering a positive customer experience.
• Accountability: Responsible for account leadership, customer retention and aligning solutions with business and technical needs.

This Job Family offers an opportunity to leverage a range of technical expertise and customer relationship management skills in delivering remote and on-site customer service functions. It emphasizes a blend of soft and technical capabilities to build and strengthen trusted customer relationships while overseeing the delivery of services, including providing insights during pre-sales engagements, contributing knowledge of customer environments to configuration and installation planning, and ensuring the successful fulfillment of customer support expectations and deliverables as outlined in service agreements. Customer environments may encompass industry-standard servers, networking platforms, operating systems & applications, storage solutions, and complex clustered systems. This role is accountable for the Total Customer Experience and the retention of assigned accounts, ensuring that solutions provided align with clearly defined business and technical requirements.

Management Level Definition:

Applies developed subject matter knowledge to solve common and complex business issues and recommends appropriate alternatives. Works on problems of diverse complexity and scope. May act as a team or project leader providing direction to team activities and facilitates information validation and team decision making process. Exercises independent judgment to identify and select a solution. Ability to handle most unique situations. May seek advice in order to make decisions on complex business issues.

This role uses subject matter expertise to solve a range of business challenges and provide well-informed recommendations.  

• Problem-Solving: Will address challenges of varying complexity, offering practical solutions and alternatives.
• Leadership: Will be the account owner giving oversight on projects, guide activities, validate information, and support decision-making.
• Independent Judgment: Manages unique and complex situations by identifying and selecting optimal solutions.
• Collaboration: Works with account team members, seeks guidance when needed for decisions on particularly complex issues.

Applies subject matter expertise to address both common and complex business challenges, offering informed recommendations and alternatives. Handles problems of varying complexity and scope, and may serve as a team or project leader, guiding team activities, facilitating information validation, and supporting the decision-making process. Demonstrates independent judgment in identifying and selecting optimal solutions, effectively managing unique and complex situations. May seek guidance in making decisions on complex business issues.

Responsibilities:

• Leverage advanced technical expertise and resources to manage one or more technology areas (e.g., server administration, technical security management, performance management) including critical or high-risk customer groups.
• Integrate technical knowledge with business insight to develop solutions for customers.
• Independently resolve single- and cross-technology incidents, collaborating with team members to address complex or multi-technology issues.
• Proactively and reactively identify solutions to prevent recurring issues within the team or technology area.
• Identify opportunities for additional services that could drive future service revenue growth.
• Provide technical consulting during contract renewal discussions to ensure alignment with customer needs.
• Cultivate and maintain strong relationships with senior management within assigned accounts.
• Design and deliver support solutions based on industry-specific knowledge and expertise.
• Assist in managing the delivery of industry-specific support solutions.
• Lead Customer Expectation management as part of the escalation process.
• Lead cross-team or large-scale programs/projects to ensure successful execution.
• Mentor and guide junior consultants, fostering their development and growth.

Education and Experience Required:

• Bachelor's degree preferred or Associate degree holder (technical or associated field ) with 1-3  working experience in related fields desired.

Knowledge and Skills:

• Thorough knowledge of company products and services offerings, company organization, competition, third party products and market trends.
• Broad knowledge of corporate organization, job, and policies.
• Comprehensive business, technical or functional knowledge at an expert level.
• 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).
• Able to employ exemplary consulting skills by becoming a trusted advisor to the customer and providing clarity to solution determination.
• Well versed in core technical competencies and peaked in some technical area(s) intermediate skills in project management, communication, analysis and presentation.
• Provide suggestions for operational efficiencies.

• In-depth development and acquired knowledge of company products and services, organizational structure, competitors, third-party products, and market trends.
• Broad understanding of corporate structure, roles, and policies.
• Expert-level business, technical, or functional knowledge.
• Skilled in communicating with diplomacy and tact at all organizational levels, including senior management.
• Strong active listening abilities and the capacity to tailor clear and concise quality messaging according to the audience.
• Proficient problem-solving skills, encompassing proactive, reactive, and creative approaches.
• Demonstrates exemplary consulting skills, establishing trust with clients and providing clear guidance in solution development.
• Well-versed in core technical competencies, with advanced expertise in specific technical areas and intermediate proficiency in project management, communication, analysis, and presentation.
• Proactively suggests operational improvements to enhance efficiency.

Clearance eligible highly preferred

Additional Skills:

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}, Self-starter and motivation, Clear/Concise Communicator (written and verbal).

What We Can Offer You:

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.

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.

Job:

Services

Job Level:

Specialist

    

States with Pay Range Requirement

The expected salary/wage range for a U.S.-based hire filling this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level. If this is a sales role, then the listed salary range reflects combined base salary and target-level sales compensation pay. If this is a non-sales role, then the listed salary range reflects base salary only. Variable incentives may also be offered. Information about employee benefits offered can be found at https://myhperewards.com/main/new-hire-enrollment.html.

USD Annual Salary: $69,100.00 - $158,900.00

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. .