Account Support Management

Account Support ManagementThis role has been designated as ‘Edge’, which means you will primarily work outside of an HPE office.Account Support Management 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 are 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.**How you will make your mark**:- Leverage business and technology understanding to partner with key stakeholders in creating proposed solutions for customer.- Proactively maintain high-level technology knowledge, operational expertise and understanding of industry trends.- Consult with senior level customer management to achieve IT operations excellence.- Anticipate, understand, and position the perception of problems and propose service needs at different management and functional levels.- Lead functional teams in planning, delivering, and managing complex support.- Utilize account support planning to identify business indicators and map to service solutions.- Communicate clearly and concisely to maintain alignment, manage expectations, enable successful outcomes, and demonstrate the value of HPE.- 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.- Lead key stakeholders through issue/risk management and the development of 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 key stakeholders informed.- Manage key stakeholder expectations in alignment with contractual requirements as part of the escalation process.- Provide inputs to operating model and programs that may affect account management.- Mentor/consult with team members and key stakeholders on complex issues.- Mentor/coach junior level team members.**About you**:- First Level University Degree or equivalent combination of education & experience- 8+ 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**:- Proven ability to develop and nurture meaningful relationships in a virtual environment- Expert written and verbal communication, presentation, and persuasion skills; mastery in English- Mastered ability to initiate, guide, and manage difficult conversations- Anticipate customer needs, develop proposed solutions, and build consensus with key decision makers- Thorough understanding of change management process and procedures- Capable of consulting with customer on account support planning, future vision, and growth opportunities- Proven leadership skills in a dynamic environment with multiple priorities and focus on top goals- Ability to predict when to adapt and evolve to align with fast-paced market- Expert influencing, active listening, and negotiation skills**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 connectedHPE 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.mexico #LI-Hybrid #pointnextmexico**Job**:Services**Job Level**:Master**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.