Senior Account Support Strategist
hace 7 días
This position involves delivering in-scope contracted services and ensuring proactive activities align with Service Level Agreements to drive profitability.
About the Role- Leverage business and technology expertise to partner with key stakeholders in creating proposed solutions for customers.
- 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.
- 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.
A competitive salary of $120,000 per year and extensive social benefits are offered.
Diverse and dynamic work environment.
Work-life balance and support for career development.
An amazing life inside the element.
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