Technical Account Manager

Technical Account Manager

  

This role has been designed as ‘Hybrid’ with an expectation that you will work on average 2 days per week from an HPE office.

Job Description:

   

What you’ll do:

Account Support Plan (Develop/Maintain)

• The TAM assists the ASM to create an account support plan (ASP). The ASP is a living document that will assist the account team in delivering the Proactive Services the customer has purchased and includes recommendations and expectations from both parties to be successful.

Support Planning and Review

• TAM will collaborate with the ASM to prepare and deliver for the regular Support Planning and Reviews. The Account Support Plan provides a framework and template for having a value-based discussion with the customer.

Support Activity Reviews (Quarterly, Annually or Variable)

• The TAM drives the Technical Review with the customer. This includes a detailed review of all the Support Services Solutions Proactive related activities. Support incident data is analyzed to help identify trends and action plans to reduce risk and recurrence.

Operational Profile Management

• The TAM will collaborate with the ASM to create a technical operational profile of the assigned customer environment to understand the customer technical operation and overall business focus, including but not limited to reducing support incidents and defects. This information can also assist with enhancement implementation and patch analysis.

• Support the ASM with proactive deliverables The TAM is responsible for the delivery of predefined proactive deliverables at a schedule agreed with the ASM and customer and as defined in the Account Support Plan. The TAM will co-operate with the back-office according to the SDG’s definitions of the services.

Support Credits

• TAM coordinates with ASM on credit usage as part of the Account Support Plan. Refer to Service Activity List. When applicable, the TAM will provide or facilitate consumption of Support Credits for menu or custom agreed services that are within the scope of the TAM or other functions to deliver. This may include System Health Checks, Upgrade Planning Reviews, etc.

Knowledge and Skills

• Product and Solutions

• Simple Components: Operating Systems, Networking, Servers, Storage

• Complex Solutions: Cloud, Virtualization · Product

• Bundles/Reference Architectures

• Product Solutions Appliances, “Systems” (i.e., CS7000, NFV, Apollo 8000)

• Portfolio Knowledge

• Completed Care

• GreenLake

• Lifecycle event services

• Account Management

• Business Acumen

• Effective interactions

• Planning and organizing

• Tools and process

What you need to bring:

• Customer-centric mind set Essentials (CCM1)

• Service management – ITIL Foundation

• Project Management Fundamentals– PMF

Minimum three (3) years Technical Support Experience.

Accountability, Accountability, Active Learning, Active Listening, Bias, Business Growth, Change Management, Client Expectations Management, Coaching, Creativity, Critical Thinking, Cross-Functional Teamwork, Customer Centric Solutions, Customer Experience (CX), Customer Feedback, Customer Lifetime Value, Customer Relationship Management (CRM), Design Thinking, Empathy, Follow-Through, Growth Mindset, Infrastructure as a Service (IaaS), Intellectual Curiosity (Inactive), Long Term Planning, Managing Ambiguity {+ 5 more}

Health & Wellbeing

We strive to provide our team members and their loved ones with a comprehensive suite of benefits that supports their physical, financial and emotional wellbeing.

Personal & Professional Development

We also invest in your career because the better you are, the better we all are. We have specific programs catered to helping you reach any career goals you have — whether you want to become a knowledge expert in your field or apply your skills to another division.

Unconditional Inclusion

We are unconditionally inclusive in the way we work and celebrate individual uniqueness. We know varied backgrounds are valued and succeed here. We have the flexibility to manage our work and personal needs. We make bold moves, together, and are a force for good.

#india#operations

Job:

Services

Job Level:

Specialist

    

Hewlett Packard Enterprise is EEO 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.

   

No Fees Notice & Recruitment Fraud Disclaimer

 

It has come to HPE’s attention that there has been an increase in recruitment fraud whereby scammer impersonate HPE or HPE-authorized recruiting agencies and offer fake employment opportunities to candidates.  These scammers often seek to obtain personal information or money from candidates.

 

Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process.  The credentials of any hiring agency that claims to be working with HPE for recruitment of talent should be verified by candidates and candidates shall be solely responsible to conduct such verification. Any candidate/individual who relies on the erroneous representations made by fraudulent employment agencies does so at their own risk, and HPE disclaims liability for any damages or claims that may result from any such communication.