Account Support Manager

Job description

The Account Support Manager (ASM) is a named contract assigned local resource, and leads the account delivery team for that contract. An ASM is responsible for developing and maintaining a strong trusted relationship with their assigned customer(s), and the overall service experience from HP. An ASM acts as a partner who manages the delivery of contracted proactive support related services. ASMs are onsite IT consultants with broad multi-technology knowledge, able to understand the customers IT end to end and broker engagement of deeply technical back-end resources when required. The ASM is an interface for customers in planning service improvements. They are responsible for monitoring the actual service level compared with the Service Level Agreement (defined in the Statement of Work), cost of delivery, revenue growth through upselling opportunities, profitability, and contract retention.
·     Manages the delivery of contracted proactive support related services through the whole delivery lifecycle: Installation, Services delivery support.
·     Defines the Account Support Plan on the basis of the Service Level Agreement
·     Conducts Operational Review Meetings and is responsible for the implementation of planned activities (DC)
·     Drives the delivery of technical proactive activities for base software, applications and solutions support
·     Takes an active part in organizing the delivery of technical support services/solutions
·     Understands customer's specific IT needs and brokers engagement of deeply technical back-end resources as required
·     Provides consultative IT Advice, collaboration, operational best practices sharing and has a broad technical understanding of the customer’s IT
·     Uses proven Value Based Delivery (VBD) processes to help the customer reduce business risk and maximize return of their IT investment and to present to the customer the added value of proactive services.
·     Knows the IT environment of the customer from an end to end point of view in order to facilitate customers’ business targets within the boundaries of the support contract
·     Reference for the customer and leads the delivery team and resources for assigned accounts
·     Responsible for cost of delivery and total customer experience
·     Monitors the actual service level vs. the defined and agreed SLA
·     Conducts Support Planning and Review Meetings to ensure customer alignment, realized value, and accelerate contractual delivery efforts
·     Is responsible to perform a regular Site Survey (CAP) for his assigned account(s)
·     Identifies upselling opportunities, supports growth, profitability and account retention
·     Works closely with sales and pursuit teams supporting cross BU strategies and solutions
·     Maintains a good working Cross-EG relationship with the HP account team (Sales/Pre-Sales and Business)
·     Involvement in Pre-sales, Post-sales and Renewal activities in order to provide services and account management inputs
·     Maintains strong understanding of the customer IT environment, vertical industry trends and relevant market
·     Communicates with customer on an ongoing basis on all aspects of service support
·     Understands standard procedures of Project Management and Change Management
·     Knowledgeable on current and new technological directions (pre-sales value level)
·     Communicates with customer on an ongoing basis on all aspects of service support
·     Supports the customer in problem/escalation management
·     Proactively proposes improvements and changes to the customers’ IT environment

Desired profile

·     Broad multi-technology knowledge
·     IT end to end understanding credibility for decision maker conversations
·     Virtualization and operating system knowledge
·     Analytical and problem solving skills
·     Certified in IT Service Management (ITIL V3 Foundation to V3 Expert based on job level)
·     Customer centric mindset certified (CCM3 to CCM4 based on job level)
·     Financial expertise in cost of delivery, margin and revenue basics
·     Excellent verbal and written communication skills
·     Client relationship management skills
·     Ability to expand customer relationships beyond IT management to the IT Decision makers who are responsible for IT Strategy and Budget
·     Strong influencing and presentation skills
·     Understanding and ability to demonstrate the main principles of Service Management