Customer Support Manager

Job description

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE office. **Who We Are** Hewlett Packard Enterprise is the global edge-to-cloud company advancing the way people live and work. We help companies connect, protect, analyze, and act on their data and applications wherever they live, from edge to cloud, so they can turn insights into outcomes at the speed required to thrive in today’s complex world. Our culture thrives on finding new and better ways to accelerate what’s next. 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. If you are looking to stretch and grow your career our culture will embrace you. Open up opportunities with HPE. **Job Description** **HPE Operations** is our innovative IT services organization. It provides the expertise to advise, integrate, and accelerate our customers’ outcomes from their digital transformation. Our teams collaborate to transform insight into innovation. In today’s fast paced, hybrid IT world, being at business speed means overcoming IT complexity to match the speed of actions to the speed of opportunities. Deploy the right technology to respond quickly to market possibilities. Join us and redefine what’s next for you. **What You’ll Do** The Customer Support Manager (CSM) is a Complete Care delivery account assigned resource responsible for delivering proactive services, focusing on moving the customer from event-driven to experience-driven service. **Responsibilities** - Customer Support Plan (Develop/Maintain) The CSM 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 CSM 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 CSM 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 CSM 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 CSM 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 CSM will co-operate with the back-office according to the SDG’s definitions of the services. **Knowledge And Skills** **What you need to bring:** 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 - Datacenter Care - Proactive Care - Flexible Capacity - Lifecycle event services - Datacenter Care building blocks - TS Support Credits Account Management - Business Acumen - Effective interactions - Planning and organizing - Tools and process Professional Skills - Customer-centric mind set Essentials (CCM1) - Understanding MC/DC and Proactive Customers (CCM2) - Influencing MC/DC and Proactive Customers (CCM3) – Optional - Service management – ITIL Foundation. - 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, Long Term Planning **Additional Skills** 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} **What We Can Offer You** **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. **Let's Stay Connected** Follow @HPECareers