Account Support Manager

  • Company:
    Silicon Graphics International Corp.
  • Location:
  • Salary:
    negotiable / month
  • Job type:
  • Posted:
    2 days ago
  • Category:
    Customer Service

At Hewlett Packard Enterprise, we bring together the brightest minds to create breakthrough technology solutions that advance the way people live and work. What sets us apart? Our people and our relentless dedication to helping our customers make their mark on the world.

We are a team of doers, dreamers and visionaries; inspired by our purpose and driven by our strategy. We live by our three values: partner, innovate and act.

Our legacy inspires us as we forge ahead, always pushing to discover what’s next. Every day is a new opportunity to advance and grow ourselves, our company and the industry. Some people call it an obsession, we call it a way of life.

What you need to know about the job

Hewlett Packard Enterprise advances the way people live and work. We bring together the brightest minds to create breakthrough technology solutions, helping our customers make their mark on the world. This Account Support Manager position based in Adelaide takes a lead role in providing proactive and reactive support as part of a team to our major customer. In this role, NV2 clearance is essential.

You will be responsible for the Total Customer Experience. You will operate as a trusted partner managing the delivery of contracted

proactive support related services. In addition to delivering technical & operational guidance to HPE customers, you will be accountable

for revenue growth, profitability, & contract retention. 

Key Responsibilities:

  • A key point of contact for assigned customers in problem/escalation management
  • Manage the delivery of contracted support related services through the whole delivery lifecycle including installation & proactive services delivery support
  • Devise & execute Account Support Plans based on Service Level Agreements
  • Devise & execute business plans
  • Conduct Operational Review Meetings
  • Conduct Support Planning & Review Meetings to ensure customer alignment, realised value, & contractual delivery efforts
  • Drive the delivery of proactive activities & manage the cost of delivery
  • Drive the growth of HPE products and services revenue from the assigned customer base.
  • Maintain a good working cross-company functional relationship with the HPE account team (Sales/Pre-Sales & Business)
  • Understand customer’s specific IT needs & brokers engagement of deeply technical back-end resources as required
  • Use proven Value-Based Delivery (VBD) processes to help the customer reduce business risk & maximise the return of their IT investment 
  • It is expected that you will possess the following:

  • 3-5 years customer-facing support experience
  • Track record in demonstrating the main principles of Service Management
  • Knowledge of High performance computing environments is essential combined with NV2 security clearance
  • Business, technical, or functional knowledge plus administrative or operations knowledge of business information systems (demonstrable understanding of the linkage of IT systems to a business or organisation)
  • Certified or willing to complete certification in IT Service Management (ITIL V3 Foundation to V3 Expert)
  • Analytical & problem-solving skills
  • Excellent communication skills: verbal, written & presentation
  • Ability to expand customer relationships beyond IT management to the IT Decision-makers who are responsible for IT Strategy & Budget
  • Join us and make your mark!

    We offer:

    • A competitive salary and extensive social benefits

    • Diverse and dynamic work environment

    • Work-life balance and support for career development

    • An amazing life inside the element! Want to know more about it?

    Then let’s stay connected!