Account Support Manager Jobs

Account Support Manager

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Job Family Definition:

Within the family there is a range of technical and managerial customer on-site functions. The family of jobs is focused on managing the onsite delivering of software services, pre-sales, post-sales or service delivery support, installation and configuration for customer environments. The jobs solve various business systems, networking and applications problems for standard industry servers, specialized or complex clustered environments. Deliver reactive and proactive activities according to Service Level Agreement to ensure customer satisfaction and loyalty. Provides direct post-sales systems on site technical support for reactive and proactive customers. Each position maintains a high level of customer satisfaction by ensuring clear business and technical solution alignment, clarifying customer needs and ensuring that they are met. Jobs are responsible for company Total Customer Experience as well as the revenue growth, profitability, and account retention.

Management Level Definition:

Applies intermediate level of subject matter knowledge to solve a variety of common business issues. Works on problems of moderately complex scope. Acts as an informed team member providing analysis of information and limited project direction input. Exercises independent judgment within defined practices and procedures to determine appropriate action. Follows established guidelines and interprets policies. Evaluates unique circumstances and makes recommendations.

Responsibilities:

• Resolve most technical incidents independently within your technical area. Work with team members to resolve more complex or cross-technology incidents.
• Build strong relationship with management in assigned accounts.
• Drive Customer Expectation management as part of escalation process.
• Begin to proactively and reactively provide solutions to prevent problems from occurring in area of responsibility.
• Balance internal needs with customer needs within defined parameters.
• Influence delivery decisions on assigned account plans.
• Apply company solutions to meet moderately complex customer needs within area(s) of technical responsibility.
• Identify potential escalations and alert management proactively.
• Integrate technical knowledge and business understanding to create solutions for customers.
• May identify additional services that could lead to future service revenue growth.
• Apply technical knowledge to operate a technology area (e.g. server administration, technical security management, performance management) or customer group with moderate risk/complexity.
• Manage small projects/programs in the team.
• May provide technical consulting during contract renewal discussions.

Education and Experience Required:

• Bachelor's degree preferred or Associate degree holder (technical field) with 4-6 years working experience in related fields desired.

Knowledge and Skills:

• Able to suggest operational efficiencies.
• Basic project management, communication, and analytical skills.
• Communicate effectively and tactfully to technical level, first- and middle-level management within an organization.
• Technical background or significant technical understanding to communicate with customers and technicians for problem determination and solution implementation.
• Basic knowledge of corporate organization, job, and policies.
• Well versed in core technical competencies (OS, networking, core company applications).
• Able to identify alternative actions, sets appropriate priorities and identifies creative and practical solutions.
• Broad knowledge of company products and services offerings.
• Problem-solving skills (proactive, reactive and creative).
• Comprehensive business, technical, or functional knowledge.
• Active listening skills and ability to adjust messages to audience level.

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Job:

Services

Job Level:

Intermediate

States with Pay Range Requirement

The expected salary/wage range for a U.S.-based hire filling this position is provided below. Actual offer may vary from this range based upon geographic location, work experience, education/training, and/or skill level. If this is a sales role, then the listed salary range reflects combined base salary and target-level sales compensation pay. If this is a non-sales role, then the listed salary range reflects base salary only. Variable incentives may also be offered. Information about employee benefits offered can be found at https://myhperewards.com/main/new-hire-enrollment.html.

Annual Salary: $50,100.00 - $114,400.00

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.