Account Support Manager

Job Summary

Required Qualifications

• •Hybrid work arrangement (2 days per week from an HPE office)
• •Bachelor's degree preferred or Associate degree holder (technical field)
• •3-5 years working experience in related fields
• •Fluency in Japanese language (JLPT-N1)
• •In-depth knowledge of company and industry standard networked computing environments, operating systems, and applications
• •Some in-depth knowledge of corporate organization and policies
• •Thorough knowledge of company products and services offerings, company organization, competition, third party products and market trends
• •Business, technical, or functional knowledge at the mastery level plus administrative or operations knowledge
• •Experienced knowledge of change management process and tools in complex environment
• •Advanced skills in project management, communication, analysis, and presentation
• •Expertise in area of focus and knowledgeable of future technology directions
• •Mission Critical and ITIL certifications

Desired Qualifications

• •Anticipate Customer needs, develop proposed solutions, and build consensus
• •Provide Mission Critical customer recommendations to improve processes
• •Create and deliver Value Based Delivery (VBD) account plans for assigned accounts
• •Lead Customer Expectation management as part of escalation process
• •Give inputs to operational methods and programs that may affect the business management strategy in a geographic area
• •Act as a trusted advisor in the consultant role for customer and company sales teams
• •Design and deliver support solutions using specific industry knowledge and expertise
• •Assist Mission Critical or project manager in solution formation and lead Mission Critical delivery team in planning, delivering, and managing complex support solutions
• •Provide suggestions for operational efficiencies
• •Review support plan for business indicators and map to company service solutions
• •Develop and grow assigned customer account relationships with complex and strategic accounts
• •Mentor/consult with team members, other organizations, customers, and vendors on complex issues
• •Act as a consultant in service delivery business, technology, industry or specific application
• •Resolve technical and some business incidents independently
• •Mentor/assist less-experienced team members on complex incidents
• •Deliver strategic account support by proactively maintaining high-level technical, operational expertise and understanding of industry trends
• •Apply deep and broad technical background and knowledge of industry trends to operate several critical or high risk technology areas/customer groups
• •Integrate technical knowledge and business understanding to create solutions for customer
• •Provide 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
• •Deliver reactive and proactive activities according to Service Level Agreement to ensure customer satisfaction and loyalty
• •The jobs solve various business systems, networking and applications problems for standard industry servers, specialized or complex clustered environments
• •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