Account Support Manager

Account Support Manager

This role has been designed as ‘’Onsite’ with an expectation that you will primarily work from an HPE partner/customer office.

Job Description:

What you will do:

. Service Delivery Management

• Manage delivery of all contracted proactive and reactive support services across the full service lifecycle.
• Define, maintain, and execute the Account Support Plan in alignment with the customer’s SLA.
• Lead and coordinate Operational Review Meetings, Support Planning sessions, and ongoing service alignment discussions.
• Monitor performance against SLAs and ensure timely escalation and resolution of service issues.
• Conduct regular Site Surveys to assess customer environment health and risks.
• Responsible for cost of delivery, service quality, and overall customer experience.

2. Customer Engagement & Relationship Management

• Act as the primary point of contact and trusted advisor for the customer across operational, technical, and strategic dimensions.
• Maintain a strong understanding of the customer’s IT landscape, business priorities, and industry trends.
• Communicate regularly with key stakeholders on all aspects of service delivery, improvement opportunities, and proactive planning.
• Build and maintain relationships up to senior management level within customer organizations.

3. Technical Coordination & Consultancy

• Drive technical proactive activities across base software, applications, and solution stacks.
• Facilitate engagement of deep technical back‑end teams and specialized SMEs where required.
• Provide consultative IT guidance, operational best practices, and aligned technology recommendations.
• Identify technical risks, propose improvements, and prevent recurring issues through proactive and reactive measures.
• Contribute to architecture-level discussions using broad multi‑technology expertise and end‑to‑end IT understanding.

4. Business Value Delivery

• Apply Value-Based Delivery (VBD) methodologies to help customers reduce risk and maximize IT investment returns.
• Demonstrate clear value from proactive services and align delivery outcomes with customer business objectives.
• Support upsell/cross-sell opportunities and contribute to revenue growth, profitability, and account retention.

5. Sales, Pre‑Sales & Account Coordination

• Collaborate closely with Sales, Presales, Pursuit, and Business Units to support multi‑BU solution strategies.
• Contribute to pre‑sales, post‑sales, and renewal cycles by providing service-related inputs and insights.
• Assist in designing and delivering industry-specific support solutions and participate in large programs or cross-team initiatives.

6. Escalation & Problem Management

• Lead customer expectation management during escalations.
• Support problem management and ensure corrective actions are tracked and delivered.
• Drive service recovery, root cause resolution, and continuous improvement initiatives.

7. Leadership & Mentoring

• Lead cross-functional delivery teams assigned to customer accounts.
• Guide and coach team members where required.

Ensure adherence to project management and change management best practices

What you need to bring:

Education & Experience

• Bachelor’s degree preferred, or Associate Degree in a technical field with 5–7 years of relevant experience.
• Strong understanding of multi‑technology environments and enterprise IT ecosystems.

Knowledge & Skills Requirements

Technical Skills

• Broad multi‑technology knowledge (servers, virtualization, OS, networking, security, applications).
• End‑to‑end understanding of IT environments suitable for decision-maker level discussions.
• Strong analytical, diagnostic, and problem‑solving capabilities.
• Understanding of industry trends and emerging technologies.

Professional Skills

• Excellent verbal and written communication skills.
• Strong client relationship management and stakeholder engagement abilities.
• Ability to influence, present confidently, and operate at senior levels.
• Expertise in consulting, requirement clarification, and solution alignment.

Service Management & Business Skills

• Deep understanding of Service Management principles (ITIL V3 Foundation → Expert depending on level).
• Customer Success Manager or equivalent certification.
• Financial awareness including cost of delivery, margin, and revenue fundamentals.

Knowledge of change management and project management processes

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}

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.

Job:

Services

Job Level:

Expert

    

    

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.

   

No Fees Notice & Recruitment Fraud Disclaimer

 

It has come to HPE’s attention that there has been an increase in recruitment fraud whereby scammer impersonate HPE or HPE-authorized recruiting agencies and offer fake employment opportunities to candidates.  These scammers often seek to obtain personal information or money from candidates.

 

Please note that Hewlett Packard Enterprise (HPE), its direct and indirect subsidiaries and affiliated companies, and its authorized recruitment agencies/vendors will never charge any candidate a registration fee, hiring fee, or any other fee in connection with its recruitment and hiring process.  The credentials of any hiring agency that claims to be working with HPE for recruitment of talent should be verified by candidates and candidates shall be solely responsible to conduct such verification. Any candidate/individual who relies on the erroneous representations made by fraudulent employment agencies does so at their own risk, and HPE disclaims liability for any damages or claims that may result from any such communication.