Account Support Management

hace 7 meses

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 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 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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