Account Support Manager at Hewlett… · Heredia

Account Support Manager

Location: Heredia, Heredia, Costa Rica

Account Support ManagerThis role has been designed as 'Hybrid' with a requirement that you will work on average 2 days per week from an HPE office.

Job Description:

Job Family Definition:

Within the family there is a range of technical and managerial customer on-site functions. 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. The jobs solve various business systems, networking and applications problems for standard industry servers, specialized or complex clustered environments. Deliver reactive and proactive activities according to Service Level Agreement to ensure customer satisfaction and loyalty. Provides 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.

Management Level Definition:

Applies intermediate level of subject matter knowledge to solve a variety of common business issues. Works on problems of moderately complex scope. Acts as an informed team member providing analysis of information and limited project direction input. Exercises independent judgment within defined practices and procedures to determine appropriate action. Follows established guidelines and interprets policies. Evaluates unique circumstances and makes recommendations.

How will you make your mark:

• Apply technical knowledge to operate a technology area (e.g. server administration, technical security management, performance management) or customer group with moderate risk/complexity.
• Integrate technical knowledge and business understanding to create solutions for customers.
• Resolve most technical incidents independently within your technical area. Work with team members to resolve more complex or cross-technology incidents.
• Identify potential escalations and alert management proactively.
• Begin to proactively and reactively provide solutions to prevent problems from occurring in area of responsibility.
• Apply company solutions to meet moderately complex customer needs within area(s) of technical responsibility.
• Balance internal needs with customer needs within defined parameters.
• May identify additional services that could lead to future service revenue growth.
• May provide technical consulting during contract renewal discussions.
• Build strong relationship with management in assigned accounts.
• Influence delivery decisions on assigned account plans.
• Drive Customer Expectation management as part of escalation process.
• Manage small projects/programs in the team.

About you:

• Bachelor's degree preferred or Associate degree holder (technical field) with 4-6 years working experience in related fields desired.

Knowledge and Skills:

• Broad knowledge of company products and services offerings.
• Basic knowledge of corporate organization, job, and policies.
• Comprehensive business, technical, or functional knowledge.
• Well versed in core technical competencies (OS, networking, core company applications).
• Communicate effectively and tactfully to technical level, first- and middle-level management within an organization.
• Active listening skills and ability to adjust messages to audience level.
• Problem-solving skills (proactive, reactive and creative).
• Able to identify alternative actions, sets appropriate priorities and identifies creative and practical solutions.
• Technical background or significant technical understanding to communicate with customers and technicians for problem determination and solution implementation.
• Basic project management, communication, and analytical skills.
• Able to suggest operational efficiencies.

Accessibility

HPE is committed to creating an inclusive and accessible workplace and encourages applications from all qualified individuals, including those with disabilities. If you believe you require accommodation during any stage of the application or interview process, please submit your request by completing our secure form linked here.

Note: This option is reserved for applicants needing assistance/reasonable accommodation related to a disability.

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.

#costarica

Job:

Services

Job Level:

Intermediate

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.

Recruitment Fraud Alert

We have become aware of an increase in fraudulent recruitment activities in which individuals impersonate our company or authorized recruitment agencies to offer fake employment opportunities. These scams may occur through false websites, emails, social media, or chat-based applications and often aim to obtain personal information or money. Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge a candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process. We also never request personal information such as back account details, Social Security numbers, or national IDs via social media or chat applications.

All legitimate job opportunities will come through official company channels, and candidates are responsible for verifying the credentials of any third party claiming to represent the company. Any reliance on fraudulent communication is at the individual’s own risk, and HPE disclaims legal liability for any resulting damages. If you suspect recruitment fraud, do not share personal information or make any payments and report the incident to your local authorities immediately.