Federal Account Support Manager, (Clearance Required: TS/SCI with Poly) Onsite, Annapolis Junction, MD
$92,600–$92,600 year
On-siteAnnapolis Junction, Maryland, United States
Job Summary
Operate critical or high-risk technology areas for strategic Federal accounts by integrating technical knowledge with business understanding to create solutions. Resolve technical and business incidents independently while mentoring team members on complex issues. Act as a trusted advisor and primary delivery lead for assigned accounts, driving escalations to resolution by coordinating activities across engineering, support, and program management teams. Proactively identify customer risks and operational concerns to develop mitigation plans, ensuring successful outcomes and maintaining high-level technical expertise. Create and deliver Value Based Delivery account plans while providing suggestions for operational efficiencies. Serve as a subject matter expert guiding process improvements and establishing policies for the geographic area.
Required Qualifications
- US Citizenship
- Active U.S. Government TS/SCI with Polygraph security clearance
- Bachelor's degree in a technical field
- Associate degree holder in a technical field
- 6-8 years working experience in related fields
- Experience in customer-facing service delivery, technical account management, or related support organizations
- Experience supporting enterprise infrastructure environments, including compute, storage, networking, AI/HPC, or mission-critical systems
- Experience supporting HPE products, services, support organizations, tools, or enterprise infrastructure solutions
- Mission Critical and ITIL certifications
- Advanced skills in project management, communication, analysis, and presentation
- Expertise in area of focus
- Knowledgeable of future technology directions
- Experience operating within an escalation-driven support or service delivery environment
- Ability to coordinate technical and non-technical resources across multiple organizations to achieve customer outcomes
- Ability to assess customer risks, prioritize competing demands, and drive issues through successful resolution
- 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
- Anticipate Customer needs, develop proposed solutions, and build consensus
- Provide Mission Critical customer recommendations to improve processes
- Experienced knowledge of change management process and tools in complex environment
- Strong customer relationship management and executive communication skills
Desired Qualifications
- Familiarity with HPE products, support methodologies, operational processes, and support tools
- HPE product knowledge and experience supporting HPE compute, storage, networking, AI/HPC, or enterprise infrastructure solutions
- Background as a Customer Engineer (CE), Technical Account Manager (TAM), Customer Success Manager (CSM), Service Delivery Manager, Program Manager, Resident Engineer, or similar customer-facing infrastructure support role
- Experience supporting Federal Government customers, classified environments, or highly regulated environments
- Bachelor's degree preferred
- Associate degree holder (technical field)
- 6-8 years working experience in related fields
- Experience in customer-facing service delivery, technical account management, or related support organizations
- Experience supporting enterprise infrastructure environments, including compute, storage, networking, AI/HPC, or mission-critical systems
- Experience supporting HPE products, services, support organizations, tools, or enterprise infrastructure solutions
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