Account Support Management Specialist
hace 6 días
This 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.
Key Responsibilities- Develop and maintain a strong understanding of organization service offering, value propositions, and contractual requirements to manage small-to-medium size accounts.
- Communicate clearly and concisely to maintain alignment, manage expectations, enable successful outcomes, and demonstrate the value of HPE.
- Become familiar with the customer's industry and develop technical knowledge.
- Utilize account support planning to identify customer's business needs, key stakeholders, and objectives to ensure contractual expectations are correctly set and maintained.
- 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.
- Partner with key stakeholders to manage issues/risks and develop 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 and proactively alert management.
- Enable innovation to identify and recommend process improvements and operational efficiencies.
A First Level University Degree or equivalent combination of education & experience is required. 4-6 years' experience in customer service is preferred.
Fluent written and verbal English is necessary. Project Management capabilities are also essential. ITIL v3 Foundations certified / ITSM experience is an advantage.
The ideal candidate should possess personal skills and qualities such as developing meaningful relationships in a virtual environment, ability to work in a dynamic environment that is continuously evolving, and ability to manage multiple priorities and focus on top goals.
Salary InformationWe offer a competitive salary of approximately $75,000 per year, along with extensive social benefits, diverse and dynamic work environment, work-life balance, and support for career development.
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