Account Support Management

hace 2 semanas


San Francisco, Heredia, Costa Rica Hewlett Packard Enterprise A tiempo completo
Account Support Management

This 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 highlevel 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 fastpaced 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
  • Worklife balance and support for career development
  • An amazing life inside the element Want to know more about it?
Then let's stay connected

HPE 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:

Expert

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.


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