Account Support Manager

Account Support ManagerThis role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office.

Job Description:

Within the family there is a range of technical and managerial customer on-site 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 jobs solve various business systems, networking and applications problems for standard industry servers, specialized or complex clustered environments. Deliver 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.

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.

Responsibilities:

• • Apply deep and broad technical background and knowledge of industry trends to operate several critical or high risk technology areas/customer groups.
  • Integrate technical knowledge and business understanding to create solutions for customer.
  • Mentor/consult with team members, other organizations, customers, and vendors on complex issues.
  • Act as a consultant in service delivery business, technology, industry or specific application.
  • Resolve technical and some business incidents independently.
  • Mentor/assist less-experienced team members on complex incidents.
  • Deliver strategic account support by proactively maintaining high-level technical, operational expertise and understanding of industry trends.
  • Review support plan for business indicators and map to company service solutions.
  • Develop and grow assigned customer account relationships with complex and strategic accounts.
  • Act as trusted advisor in the consultant role for customer and company sales teams.
  • Design and deliver support solutions using specific industry knowledge and expertise; Assist Mission Critical or project manager in solution formation and lead Mission Critical delivery team in planning, delivering, and managing complex support solutions.
  • Provide suggestions for operational efficiencies.
  • Create and deliver Value Based Delivery (VBD) account plans for assigned accounts.
  • Lead Customer Expectation management as part of escalation process.
  • Give inputs to operational methods and programs that may affect the business management strategy in a geographic area.

Education and Experience Required

• Bachelor’s degree preferred; an associate degree in a technical field or equivalent experience is also considered.
• At least 2 years of experience in customer-facing roles.
• Advanced English proficiency.
• Proficiency with Microsoft Office applications.

Preferred Qualifications

• Experience using Salesforce.
• Experience managing customer escalations.
• Familiarity with AI tools such as Microsoft Copilot.

Knowledge and Skills

• In-depth knowledge of networked computing environments, operating systems, and applications, including industry standards.
• Knowledge of corporate organizations, policies, products, and service offerings.
• Strong understanding of the competitive landscape, third-party products, and market trends.
• Mastery-level business, technical, or functional expertise, supported by administrative or operational knowledge.
• Ability to anticipate customer needs, develop proposed solutions, and build consensus.
• Ability to recommend process improvements for Mission Critical customers.
• Experience with change management processes and tools in complex environments.
• Advanced project management, communication, analytical, and presentation skills.
• Deep expertise in the area of focus and awareness of future technology trends.

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:

Services

Job Level:

Specialist

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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