Account Support Manager - Federal Accounts

Job description

Job ID 1012629 Date posted 1/31/2018 Primary Location Washington, D.C., United States; Annapolis Junction, Maryland, United States; Herndon, Virginia, United States; D.C., United States; Maryland, United States; Virginia, United States; Hanover, Maryland, United States Other location All,District of Columbia,United States of America;Washington,District of Columbia,United States of America;All,Maryland,United States of America;Annapolis Junction,Maryland,United States of America;Herndon,Virginia,United States of America;All,Virginia,United States of America Job Category Services Schedule Full time Shift No shift premium (United States of America)

Are you looking for a hands-on technical gig in one of the most impactful roles at HPE?

At Hewlett Packard Enterprise (HPE), we’re building the future—one big idea at a time. Ready to unleash your professional potential? Our employees use their experience and scientific knowledge to design, develop, implement, and test hardware, software, systems, and processes—and continue our growth as a technology leader. If solving the world’s biggest technology challenges sounds like the right career path for you, read on.

About the Account Support Manager – Federal Accounts

Hewlett Packard Enterprise (HPE) Technology Services is seeking to identify highly motivated and qualified individuals for an opportunity as an Account Support Manager for one of HPE’s larger Federal clients in the Fort Meade, MD area. No relocation assistance available. 

In this role, you’ll provide onsite support to our Public Sector client in the greater Fort Meade area. Based on the clients’ needs, the support services you provide will primarily include enterprise server, storage, networking, desktop, and laptop support.

You’ll have opportunity to work on the products we deliver and support while gaining experience as an Account Support Manager, which can lead to future careers within HPE.

In this role, you will use your background in field technical support or customer service, as well as your technical knowledge and training, to manage a strategic Federal client relationship in this area.

This position requires a current active TS-SCI clearance, and will require a US Government background check and fingerprinting for site access badges. As a result, US citizenship is required.

Key Responsibilities

·  Act as trusted advisor in the consultant role for customer and HPE sales teams
·  Deliver a range of technical support services, including strategic account support, by proactively maintaining high-level technical, operational expertise and understanding of industry trends
·  Work with a wide range of endpoint and enterprise technologies, including desktops, laptops, printers, servers and a variety of storage technologies
·  Maintain high level Customer satisfaction by clarifying Customer needs and ensuring that they are met
·  Handle Customer relation problems promptly and appropriately, escalate issues according to established procedures
·  Create and deliver Value Based Delivery (VBD) account plans for assigned accounts
·  Review support plan for business indicators and map to HPE service solutions
·  Develop and grow assigned customer account relationship
·  Design and deliver support solutions
·  Provide suggestions for operational efficiencies
·  Lead Customer Expectation management as part of escalation process
·  Give input to operational methods and programs that may affect the business management strategy in the geographic area
·  Respond to service, product, technical, and customer relations questions
·  Other duties as assigned

HPE Pointnext: exceptional people supporting business technology in action. Pointnext is made up of talented professionals who bring the technical insight, process excellence, and resource flexibility to help customers drive business outcomes through optimization of their data centers and other technology operations.  At Pointnext, we know relationships and people matter--and our people and our services create a powerhouse solution designed to solve our customers' most challenging IT problems.

Qualifications

At HPE, people are our strategic advantage. People with the right mindset, coupled with the right talent, education and experience, will be instrumental to HPE maintaining and extending its prominence in the global IT market.

Talent, education and experience will only take us so far. Having the “right mindset” means being:

·  Adaptable — Takes in stride and constantly attunes to the changing needs of a highly dynamic business.
·  Curious — Our key contributors are always seeking to grow their knowledge, to gain new perspectives, and to find better ways forward.
·  Tenacious — Our business—our industry—demands self-starters who will takes ownership of projects and bring them to completion despite difficulties or setbacks.

Sound like a place where you can make an impact?  If so, please let us hear from you by applying today! 

Requirements

This position requires a current active TS-SCI clearance, and will require a US Government background check and fingerprinting for site access badges. As a result, US citizenship is required.

If an active TS-SCI clearance is not currently held, you will be required to undergo and successfully complete the process to attain the clearance.

Education and Experience Required

·  Bachelor’s degree (preferred) or Associate degree (technical field ideal)
·  5+ years’ work experience in enterprise server, storage, and/or networking technologies
·  Ability to identify alternative actions, set appropriate priorities and identify creative and practical solutions
·  Without an Associate’s or higher level degree, an additional 2 years’ experience is required for a total of 7+ years

Knowledge and Skills Required 

·  Technical background or significant technical understanding to communicate with customers and technicians for problem determination and solution implementation
·  Mission Critical and Information Technology Information Library (ITIL) certifications desired
·  Ability to employ exemplary consulting skills by becoming a trusted advisor to the customer and providing clarity to solution determination
·  Ability to identify alternative actions, set appropriate priorities, and identify creative and practical solutions
·  Ability to provide Mission Critical customer recommendations to improve processes
·  Advanced skills in project management, communication, analysis, and presentation
·  In-depth knowledge of HPE and industry standard networked computing environments, operating systems, and applications
·  Ability to communicate effectively and tactfully to technical level, first- and middle-level management within an organization
·  Ability to anticipate customer needs, develop proposed solutions, and build consensus
·  Experienced knowledge of change management process and tools in complex environment
·  Active listening skills and ability to adjust messages to audience level
·  Problem-solving skills – proactive, reactive and creative

Thanks for taking the time to review our job! If you think it is a match to your experience and interests, please apply today—we are eager to learn more about you! If you know a friend who may be a fit for the job, please refer them.

If you are seeing this job posting somewhere other than the HPE Careers website, you may apply by following these instructions:

1. Log onto  www.hpe.com/jobs

2. Sign in, or create and confirm an account

3. Click “Search Jobs”, then enter job number –  1012629

4. Complete full application process

About HPE Enterprise Group (EG) Pointnext

HPE Enterprise Group Pointnext is a global service provider and business integrator delivering solutions with speed, power, precision, and passion.  HPE Enterprise Group is responsible for the development and delivery of the IT infrastructure solutions at the core of the world’s largest and fastest growing organizations, which includes servers, storage, networking, technology services, converged data center infrastructure, Telco and cloud solutions. As part of EG, Pointnext provides world-class support and consulting services for Hewlett Packard Enterprise products and solutions. 

With over 6000 consultants and project managers in 110 countries, Pointnext assists clients in realigning their IT strategies and making the best use of technology to create or capitalize on business opportunities. We offer onsite services, Internet and global technology solutions to multi-site, multi-national businesses, including manufacturing, telecom, automotive, energy, financial services, and other key industries.  Services range from warranty and product support to proactive mission-critical and business continuity services, deployment and performance services, security, and integrated support for complex multi-vendor environments.

About HPE Pointnext Global Support Delivery

HPE Pointnext Global Support Delivery works hand-in-hand with the largest commercial and public sector customers globally to effectively manage their IT needs across their businesses, and around the world.  Deliveringthe operational stability, cost reductions, flexibility,resiliency and scalability enterprise customers demand, Pointnext has been recognized for its leadership in enabling these customers to create new growth strategies and revenue opportunities, while maximizing their IT investments and increasing their business agility.

The complexity of technology deployment, management, and support is creating demand for evolved technology support service offerings that meet performance, cost, availability, reliability, security, and scalability demands. The appetite for Pointnext Support is expanding rapidly as enterprises of all stripes realize they can't “do it all". 

About Hewlett Packard Enterprise

Tomorrow belongs to the fast, and Hewlett Packard Enterprise is in the acceleration business!

To help companies accelerate, we’ve created a new company, one that defines transformation—and defies “business as usual”. In the fast-paced, quick-release environment of the future, you need to be constantly ready for change, be resourceful, and be highly adaptable to the ever-changing business landscape.

HPE is an industry leading technology company that enables customers to go further, faster. With the industry’s most comprehensive portfolio, spanning the cloud to the data center to workplace applications, our technology and services help customers around the world make IT more efficient, more productive and more secure.

Hewlett Packard Enterprise is not only the company best equipped to build a bridge from where enterprise IT is today, to where it needs to be, but HPE is also an incredible place to build a career. As the only company that brings it all—software, hardware, services, and talented people with the right mindset—we help organizations innovate, stay competitive, and quickly turn ideas into value.

Please note the above statements describe the general nature and level of work only. They are not a complete list of all required responsibilities, duties and skills. Other duties may be added, or this description amended at any time.
Hewlett Packard Enterprise is EEO F/M/Protected Veteran/ Individual with Disabilities. HPE will comply with all applicable laws related to the use of arrest and conviction records, including the San Francisco Fair Chance Ordinance and similar laws and will consider for employment qualified applicants with criminal histories.