Customer Service Leadership Position
hace 3 días
**Job Description:**
As a seasoned professional, you will be responsible for delivering in-scope contracted services and ensuring proactive activities are delivered according to Service Level Agreements to drive profitability.
This role has been designated as 'Edge', which means you will primarily work outside of an HPE office. Your primary focus will be on maintaining a high level of customer satisfaction that results in revenue growth and account retention.
You will leverage your business and technology understanding to partner with key stakeholders in creating proposed solutions for customers. This includes proactively maintaining high-level technology knowledge, operational expertise, and understanding of industry trends.
You will consult with senior-level customer management to achieve IT operations excellence. You will anticipate, understand, and position the perception of problems and propose service needs at different management and functional levels.
You will lead functional teams in planning, delivering, and managing complex support. You will utilize account support planning to identify business indicators and map to service solutions.
You will communicate clearly and concisely to maintain alignment, manage expectations, enable successful outcomes, and demonstrate the value of HPE.
You will leverage active listening and knowledge of HPE solutions to identify areas of additional services and incremental revenue growth.
You will balance internal needs with customer needs within defined parameters.
You will lead key stakeholders through issue/risk management and the development of mitigation/elimination plans.
You will support customers in business and technical problem management by connecting them to broad capabilities and expertise within the organization.
You will identify potential customer satisfaction issues, engage appropriate owners, and keep key stakeholders informed.
You will manage key stakeholder expectations in alignment with contractual requirements as part of the escalation process.
You will provide inputs to operating model and programs that may affect account management.
You will mentor/consult with team members and key stakeholders on complex issues.
**Requirements:**
- 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
Hewlett Packard Enterprise offers:
- A competitive salary
- Diverse and dynamic work environment
- Work-life balance and support for career development
We are committed to diversity and building a team that represents a variety of backgrounds, perspectives, and skills.
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