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.

How you will make your mark:

• 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.

About you:

• Bachelor's degree preferred or Associate degree holder (technical field) with 3- 5 years working experience in related fields desired.

• Fluency in Japanese language (JLPT-N1).

• In-depth knowledge of company and industry standard networked computing environments, operating systems, and applications.

• Some in-depth knowledge of corporate organization and policies.

• Thorough knowledge of company products and services offerings, company organization, competition, third party products and market trends.

• Business, technical, or functional knowledge at the mastery level plus administrative or operations knowledge.

• Anticipate Customer needs, develop proposed solutions, and build consensus.

• Provide Mission Critical customer recommendations to improve processes.

• Experienced knowledge of change management process and tools in complex environment.

• Advanced skills in project management, communication, analysis, and presentation.

• Expertise in area of focus and knowledgeable of future technology directions.

• Mission Critical and ITIL certifications.

#Li-Hybrid

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.

#china#operations

Job:

Services

Job Level:

Intermediate

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.

Recruitment Fraud Alert

We have become aware of an increase in fraudulent recruitment activities in which individuals impersonate our company or authorized recruitment agencies to offer fake employment opportunities. These scams may occur through false websites, emails, social media, or chat-based applications and often aim to obtain personal information or money. Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge a candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. We also never request personal information such as back account details, Social Security numbers, or national IDs via social media or chat applications.

All legitimate job opportunities will come through official company channels, and candidates are responsible for verifying the credentials of any third party claiming to represent the company. Any reliance on fraudulent communication is at the individual’s own risk, and HPE disclaims legal liability for any resulting damages. If you suspect recruitment fraud, do not share personal information or make any payments and report the incident to your local authorities immediately.