Account Support Manager

hace 2 semanas

Guadalajara, Jalisco, México Hewlett Packard Enterprise A tiempo completo
About the Role

This 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 will be 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.

Key Responsibilities
  • Utilize account support planning to identify customer's business needs, key stakeholders, and objectives to ensure contractual expectations are correctly set and maintained.
  • Communicate clearly and concisely to maintain alignment, manage expectations, enable successful outcomes, and demonstrate the value of HPE.
  • Leverage knowledge of the customer's industry, market, and trends to identify potential services or solutions that enable successful outcomes.
  • 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.
  • Partner with and guide key stakeholders to manage issues/risks and develop 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 management informed.
  • Identify and recommend process improvements and operational efficiencies.
  • Provide guidance to junior level team members.
Requirements
  • First Level University Degree or equivalent combination of education & experience
  • 5-7 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
  • Ability to develop meaningful relationships in a virtual environment
  • Comprehensive knowledge in core technologies (Compute, Storage, Cloud, etc)
  • Written and verbal communication, presentation, and persuasion skills; mastery in English
  • Active listening and ability to adjust message effectively and tactfully from technical level up to senior-level management
  • Influencing, negotiating and ability to navigate difficult conversations
  • Ability to work in dynamic environment that is continuously evolving, manage multiple priorities and focus on top goals
  • Demonstrate basic project management
  • Ability to learn quickly, enhance skills and continuously evolve to align with fast-paced market
About Us

Hewlett Packard Enterprise 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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